JOB SUMMARY:

The Customer Services Manager is responsible for leading and improving the customer support operations of a company. They oversee customer service teams, develop strategies to enhance customer satisfaction, resolve escalated issues, and ensure excellent service delivery in line with company standards and goals.

QUALIFICATIONS:

• 3–5+ years of experience in customer service, with at least 2 years in a managerial role.
• Proficiency with customer service software (e.g., Gorgias, Monday, etc).
• Proficiency with other office based systems (Outlook, Excel, Powerpoint, etc.) and Google (Sheets, Slides etc.)
• Strong leadership, communication, and interpersonal skills.
• Ability to remain calm under pressure and handle difficult situations with professionalism.
• Analytical and problem-solving skills.
• Pleasant telephone manner with a warm and customer centric approach.

PREFERRED SKILLS:

• Experience in a retail call centre, dealing directly with consumers via live chat, email, telephones.
• Experience of managing overseas call centre agents
• Knowledge of industry best practices for customer experience (CX).