Customer Service Manager
Customer Service Manager
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Job Description
The Customer Service Manager is responsible for managing all customer interactions both technical and nontechnical through the helpdesk team. This role ensures that customer inquiries related to billing account management and technical issues are handled efficiently service levels are met and customer satisfaction is maintained. The Customer Service Manager oversees the helpdesk team and coordinates with other departments to resolve escalated issues improving the overall customer experience.
Requirements
- Bachelor s degree in IT Business Administration or a related field.
- 35 years of experience in customer service or helpdesk management.
- Strong knowledge of ticketing systems (e.g. Zoho Desk Splynx) and CRM platforms.
- Experience managing both technical support and nontechnical customer inquiries.
- Familiarity with SLA management and customer satisfaction metrics.
Leadership Skills: Ability to manage and mentor a helpdesk team, ensuring high performance. Communication: Strong verbal and written communication skills to coordinate across departments and manage escalations. Problem-Solving: Excellent troubleshooting skills to ensure timely and effective resolution of customer issues. Customer Focus: Commitment to improving customer satisfaction and providing high-quality service. Analytical Skills: Ability to generate and analyze reports to drive performance improvements.
Education
Bachelor s degree in IT, Business Administration, or a related field. 3-5 years of experience in customer service or helpdesk management. Strong knowledge of ticketing systems (e.g., Zoho Desk, Splynx) and CRM platforms. Experience managing both technical support and non-technical customer inquiries. Familiarity with SLA management and customer satisfaction metrics.
Employment Type
Full Time
