Customer Service Manager

Job Description: Customer Service Manager

Job Type: Full-time

About the Role

To lead and manage the Customer Service Department, ensuring the delivery of a safe and exceptional customer experience in digital and in-person mental health and family services. The role aims to achieve the highest levels of customer satisfaction, ensure compliance with professional and ethical standards, and enhance operational efficiency and service quality across all communication channels.

Key Responsibilities

1. Leadership and Management

• Lead and supervise the customer service team.
• Set and monitor the department’s operational goals.
• Conduct regular performance evaluations and provide constructive feedback to employees.

2. Customer Experience Management

• Oversee the customer journey and analyze customer feedback and ratings.
• Continuously improve the overall customer experience.
• Manage negative reviews and communicate with dissatisfied customers.
• Develop compensation and resolution mechanisms.
• Ensure service delivery with empathy, confidentiality, and professionalism.

3. Complaints and Quality Management

• Supervise the complaints management system and classify complaints based on risk level.
• Resolve issues and implement necessary actions for high-risk complaints.
• Develop policies and procedures in coordination with relevant departments (Customer Relations, Counseling, Technology, Quality, Finance).
• Prepare periodic reports on complaints and implemented improvements.

4. Systems and Technology Management

• Supervise the use of customer service systems (such as Intercom).
• Identify and implement suitable systems to improve workflows, such as CRM and SLA tools.
• Analyze performance data (response time, resolution time, customer satisfaction).
• Collaborate with technical teams to enhance automation and automated responses.
• Document all required improvements.
• Utilize artificial intelligence tools to enhance customer service operations.

5. Reporting and Analysis

• Prepare monthly and annual reports on the performance of the Customer Service Department.
• Analyze operational trends and propose improvement plans.
• Monitor key performance indicators (KPIs) and ensure targets are met.

6. Emergency Tasks

• Review and assess emergency tasks, determine their priority level, and provide appropriate direction accordingly.

Required Qualifications

• Experience:
• Bachelor’s degree in Business Administration, Psychology, Information Systems, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or managerial role.
• Proven experience in managing customer service teams across digital channels.

• Technical Skills:
• Excellent command of the English language.
• Strong knowledge of ERP, CRM, and customer service systems (such as Intercom or similar platforms).
• Strong analytical skills and sound decision-making abilities.
• High-level communication and empathy skills suitable for the mental health sector.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge technologies.
• A collaborative and innovative work environment.
• Professional development and growth opportunities.