Job Description:Customer Service Manager - (JobHai)Role Overview: Will be responsible for taking care of the customer service department (voice/non-voice), ensuring high customer service level. This role involves developing customer service policies & processes, managing a team, sharing client feedback with relevant stakeholders and improving service levels to enhance customer experience.Key Responsibilities:Team Management Hire, train and supervise customer service executives Develop and implement strategies to improve team productivity Customer Service Operations Develop and implement customer service policies and procedures; set up or improve helpdesk systems and FAQs Design workflows, escalation protocols, and service standards; establish feedback collection systems (surveys, NPS, CSAT) Handle complex customer service issues and escalations, ensuring prompt and satisfactory resolution Analyze customer feedback and complaints to identify areas for improvement and deliver insights to executives Monitor public customer sentiment (e.g., reviews, social media) and manage responsesProcess Improvement Identify and implement process improvements to enhance service quality and efficiency Work with other departments to streamline customer service operations Anticipate volume spikes and proactively build capacity plans Reporting and Data analysis Prepare and share daily, weekly, monthly reports on customer service performance Analyze service data to identify trends and make data-driven decisionsExperience: Minimum 6-7 years of experience in customer service, with at least 2-3 years in a lead role.Skills: Strong leadership and team management skills Excellent communication skills Strong problem-solving skills Customer-focused attitude Conflict Management Presentation and Reporting Automation/AI in support (e.g., chatbots) Adaptability and ResilienceDepartment:OperationsSkills Required:Customer Service, conflict management, process improvement, team managementYears Of Exp:5 to 7 YearsDesignation:Manager
