Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team in delivering exceptional support across all communication channels. The ideal candidate will be responsible for managing daily operations, handling complex customer issues, improving service processes, and ensuring customer satisfaction is consistently achieved.

Key Responsibilities:

1. Supervise and manage the day-to-day operations of the customer service team, ensuring efficient handling of inquiries via phone, email, and chat.
2. Provide accurate and timely information about company products and services to customers.
3. Handle escalated customer complaints and issues, ensuring prompt and effective resolutions.
4. Liaise with relevant departments to address and resolve customer concerns when necessary.
5. Conduct regular follow-ups with customers to confirm that issues have been resolved satisfactorily.
6. Prepare and present reports on customer service metrics, feedback trends, and team performance.
7. Identify recurring issues and collaborate with relevant departments to improve workflows and service delivery.
8. Manage and oversee the preparation of daily check-in and check-out lists.
9. Ensure timely distribution of booking confirmations and check-in instructions to guests or clients.
10. Analyze data to identify patterns or bottlenecks, and propose proactive solutions to enhance the customer experience.
11. Oversee and perform accurate data entry tasks, including updating customer records, and maintaining up-to-date databases.
12. Mentor and train customer service team members, fostering a culture of excellence and continuous improvement.
13. Carry out any ad-hoc tasks or responsibilities assigned by management.

Requirements:

1. Proven experience in a Customer Service Manager or similar supervisory role.
2. Strong leadership, interpersonal, and conflict-resolution skills.
3. Excellent written and verbal communication skills.
4. Detail-oriented with a passion for delivering outstanding customer experiences.
5. Strong analytical and problem-solving capabilities.
6. Experience in hospitality or service-related industries is an added advantage.