Job Description

• Lead, supervise, and motivate the customer service team to achieve service excellence and performance targets.

• Oversee daily customer service operations, including handling inquiries, complaints, and escalations.

• Ensure customer issues are resolved effectively, professionally, and within defined service levels.

• Support the development and implementation of customer service policies, procedures, and standards.

• Monitor team performance, KPIs, and service quality; provide coaching and feedback to team members.

• Analyze customer feedback, complaints, and service data to identify improvement opportunities.

• Coordinate with internal departments to resolve customer-related issues efficiently.

Job Specification

• Bachelor’s degree in business administration, Marketing, Management, or a related field.

• Minimum 5–7 years of experience in customer service or customer operations.

• Strong knowledge of customer service principles, service quality standards, and CRM processes.

• Strong communication, interpersonal, and problem-solving abilities.

• Experience with customer service systems or CRM tools is an advantage.

• Ability to work independently and collaboratively with cross-functional teams.

• Customer-focused mindset with strong service orientation.