Senior Customer Service Manager

SUMMARY:
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POSITION INFO:
Position Overview Seeking an experienced and results-driven Customer Service Manager to oversee and improve customer service delivery across our support functions. This is primarily a customer service and operational leadership role. We are looking for someone who can take ownership of the customer experience, improve response and resolution times, ensure accountability within support teams and implement effective service delivery processes.   Key Responsibilities 1. Customer Service Management ·        Oversee customer service delivery across support functions. ·        Ensure customer queries, incidents and service requests are handled promptly and professionally. ·        Monitor response times, resolution times and overall customer satisfaction. ·        Establish and maintain consistent customer communication standards. ·        Identify service delivery gaps and implement corrective actions. 2. Ticket Management and SLA Compliance ·        Monitor ticket queues to ensure all customer requests are acknowledged, assigned, tracked and resolved. ·        Identify and address overdue, unresolved or incorrectly closed tickets. ·        Ensure compliance with service-level agreements (SLAs). ·        Implement escalation procedures to prevent customer complaints from remaining unresolved. ·        Analyse recurring service failures and introduce measures to prevent them. 3. Team Performance and Accountability ·        Monitor the performance and productivity of customer support teams. ·        Establish clear service delivery expectations and performance standards. ·        Identify areas requiring coaching, training or process improvement. ·        Ensure accountability for outstanding tickets, customer follow-ups and escalations. ·        Work closely with technical managers to ensure customer issues are resolved within agreed timelines. 4. Reporting and Continuous Improvement ·        Develop and monitor customer service KPIs, including response times, resolution times, SLA compliance and ticket backlogs. ·        Prepare regular service delivery reports for management. Minimum Requirements ·        Proven experience in customer service management, service delivery management or contact centre operations. ·        Minimum 5-7 years’ experience in customer service management. ·        Previous experience managing customer-facing support teams. ·        Strong understanding of SLA management, customer escalations and service performance measurement. ·        Experience working with ticketing systems, CRM platforms or service desk environments. ·        Strong leadership, problem-solving and conflict-resolution skills. ·        Excellent communication and interpersonal skills. ·        Ability to manage multiple priorities and work effectively in a fast-paced environment. ·        Experience implementing customer service improvement initiatives. ·        Exposure to multi-departmental or multi-product service environments. ·        Must be willing and able to travel from time to time.