Customer Service Manager

A. Job brief

• Customer Service Manager has roles to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient to increase customer satisfaction, loyalty, retention and to meet their expectations.

B. Responsibilities

• Plan and implement short and long goals in customer services management to ensure excellent service to customers.
• Build relationship with customers and develop/support initiatives to improve services and add value to customers.
• Assess customer services, delivery and quality issues by conducting customer surveys, customer opinion analysis and customer satisfaction surveys. Handle customer complaints professionally.
• Design premium service package to serve customer needs.
• Develop, implement and improve standard operating procedure (SOP) of Customer Service Dept.
• Lead customer Services team to work proactively and collaboratively with customers and internal function teams such as sales, marketing, logistics, etc. to provide the services to customers effectively and efficiency.