Customer Service Manager

Key Responsibilities:

Team Management & Leadership: Lead and manage the customer support team, providing guidance, monitoring performance, and ensuring team members meet service quality and productivity targets.

Pre-Sales Support: Oversee the team handling inquiries from prospective students and their families, providing information on accommodation options and facilitating a smooth booking process.

Post-Sales Assistance: Manage customer support operations for existing residents, ensuring timely resolution of issues related to leases, payments, and accommodation conditions.

Escalation Management: Handle complex and escalated customer issues, coordinate with relevant teams, and ensure timely and effective resolutions.

Customer Query Resolution: Ensure customer queries related to services, policies, and procedures are addressed accurately and efficiently, maintaining high standards of communication and customer satisfaction.

Performance Monitoring & Reporting: Track team KPIs, productivity, response times, resolution rates, and customer satisfaction metrics. Identify performance gaps and implement improvement measures.

Process Improvement & Coordination: Collaborate with sales, operations, and other internal teams to streamline workflows, address recurring customer concerns, and enhance the overall customer experience.

Requirements

1. Proven experience in customer support or customer service, preferably in a team-handling or team-leadership role.
2. Strong leadership, communication, and interpersonal skills.
3. Ability to manage team performance, handle escalations, and make effective decisions in a fast-paced environment.
4. Strong problem-solving skills with a customer-centric and empathetic approach.
5. Ability to manage multiple priorities, monitor performance metrics, and drive continuous improvement.
6. Proficiency in CRM software and Microsoft Office.