Customer Service Manager

Essential Duties And Responsibilities

• Build, lead, and maintain a high-performance customer service team culture.
• Conduct regular one-on-one meetings focused on coaching, performance, and career.
• Maintain expertise across all products, processes, and service channels (commercial, key, retail).
• Ensure all customer interactions are professional, efficient, and solution oriented.
• Monitor customer satisfaction metrics for multibrand customers.
• Manage and resolve escalated customer issues.
• Act as a champion for the Voice of the Customer (VOC) across the organization.
• Oversee daily workforce management, including staffing, scheduling, and capacity planning.
• Ensure service level agreements (SLAs), key performance indicators (KPIs), and compliance requirements are consistently met.
• Maintain and update process documentation and standard operating procedures (SOPs).
• Manage and ensure completion of training programs, system updates, and new initiative rollouts.
• Address performance gaps through structured action plans and coaching.
• Manage attendance and adherence expectations.
• Develop and implement incentive and recognition programs.
• Conduct regular call evaluations and provide timely feedback (within 48 hours).
• Utilize structured coaching methods to improve performance.
• Provide real-time support and guidance during customer interactions.
• Lead regular team meetings to communicate updates, priorities, and performance expectations.
• Promote a culture of open communication and feedback.
• Manage escalated customer interactions with professionalism and accountability.
• Ensure accurate documentation of customer interactions and escalations in CRM systems (e.g., Salesforce).
• Develop individualized development plans for team members.
• Foster a positive, inclusive, and engaging team environment.
• Recognize and reward employee achievements and contributions.
• Encourage team-building activities.
• Participate in pilot programs, system enhancements, and innovation initiatives.
• Ensure team readiness for new processes through training and communication.
• Maintain proficiency in key systems, ERP, CRM.

Requirements

• Proven experience in customer service management or a similar leadership role.
• Strong leadership, coaching, and team development skills.
• Excellent communication and problem-solving abilities.
• Experience managing KPIs, service levels, and performance metrics.
• Proficiency in CRM and customer service technologies.
• Ability to work cross-functionally and drive operational improvements.