Customer Relationship Manager

A Customer Service Manager is responsible for leading customer support teams, handling escalations, and ensuring customer satisfaction. They develop strategies to improve service quality, resolve customer issues, and enhance overall customer experience.

• Roles & Responsibilities Oversee daily customer service operations and team performance.
• Handle customer escalations and complex service issues.
• Develop and implement customer service policies and best practices.
• Monitor KPIs such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Analyze customer feedback to identify service improvement opportunities.
• Collaborate with sales, marketing, and product teams to improve customer experience.
• Manage customer support tools and CRM software.
• Ensure compliance with company policies and industry regulations.
• Stay updated on customer service trends and technologies.
• Strong knowledge of CRM software (Salesforce, Zendesk, Freshdesk, HubSpot, etc.).
• Excellent problem-solving and conflict resolution skills.
• Ability to lead, train, and motivate a support team.
• Strong communication and interpersonal skills.
• Experience in analyzing customer data and implementing service improvements.
• Ability to handle high-pressure situations and escalations.
• Knowledge of customer service best practices and industry standards.