The Customer Service Manager is responsible to set the department, policies & procedures, train the team, build customer data, and oversee day-to-day operations. Lead a team of customer service representatives and ensuring the delivery of exceptional service to our customers. Responsibilities: Set Customer Service strategy in group level and cascade the new strategy to Business Unites. Work with HR team to build the team on Business Units Level. Lead a team of customer service representatives, providing guidance, coaching, and support to ensure optimal performance and customer satisfaction. Develop and implement customer service policies, procedures, and standards to ensure consistent and efficient service delivery. Monitor and evaluate customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and implement strategies to improve performance. Handle escalated customer inquiries and complaints, resolving issues promptly and effectively while maintaining a positive customer experience. Collaborate with cross-functional teams, including sales, marketing, and operations, to identify and address customer service issues, improve processes, and enhance the overall customer experience. Develop and deliver training programs for customer service representatives to enhance their skills, product knowledge, and customer handling techniques. Stay informed about industry trends, customer preferences, and competitor activities to identify opportunities for service improvements and innovation. Prepare and analyze reports on customer service performance, trends, and key metrics, and present findings to senior management. Set strategy to automate services and feedback system to ensure accurate data and reports Accepts any additional duties within scope of the work. The job description and the site of employment can be revised as per the requirements and on the discretion of the Company.

Education: Bachelor's degree in business administration, marketing, communication, PR or equivalent Experience: 10+ years of experience in the same role with a strong background in customer service.