Customer Service Manager

Description

Position Summary: We are seeking a Customer Service Manager to lead and supervise the service department, ensuring a positive customer experience and team development. Key Responsibilities: 1. Lead and supervise the Customer Service team 2. Ensure high levels of customer satisfaction 3. Propose and implement process improvements We are looking for a **Customer Service Manager** who will lead and supervise the service department, ensuring a positive experience for our customers, achievement of performance metrics, and development of their team. This role is responsible for coordinating service strategies, resolving incidents, and ensuring continuous improvement of processes. **Responsibilities** * Lead, coordinate, and supervise the Customer Service team. * Ensure high levels of internal and external customer satisfaction. * Track and resolve complaints, clarifications, and special cases. * Establish and monitor performance indicators (KPIs). * Train and evaluate team members. * Propose and implement improvements to processes and procedures. * Prepare reports on results and progress toward objectives. * Ensure compliance with service policies and standards. **Requirements** * Completed bachelor's degree in Business Administration, Marketing, Commercial Relations, or related field. * Minimum of **2 to 3 years** of experience in customer service and **1 year** in a leadership position. * Personnel management and conflict resolution skills. * Knowledge of service metrics (NPS, CSAT, response times, etc.). * Proficiency in Excel and Microsoft Office suite (intermediate level). * Strong communication, leadership, and results-oriented skills. **Key Competencies** * Leadership and decision-making * Customer orientation * Working under pressure * Planning and organization * Effective communication Employment Type: Full-time, Project-based or Fixed-term Contract Duration: 6 months Salary: $8,269.56 - $17,892.91 per month Benefits: * Free parking * Life insurance * Cafeteria service * Company-provided mobile phone * Grocery vouchers Work Location: On-site