Customer Service Support Manager

Job Description

About the job
Key Responsibilities:
Customer Support Leadership
• Oversee the daily operations of the customer support team to ensure timely and satisfactory resolution of all customer issues.
• Set and monitor KPIs related to response time, resolution time, and customer satisfaction.
Incident & Complaint Management
• Log, track, and escalate all customer complaints or incidents promptly.
• Coordinate with relevant departments (stores, riders, commercial team) to ensure quick and effective resolution.
Cross-Department Follow-up
• Proactively follow up with stores on product availability, order fulfillment, and any stock-related issues affecting customer experience.
• Liaise with the rider team to address delivery delays, order mishandling, or failed deliveries.
• Work closely with the commercial department to escalate product complaints, pricing discrepancies, or out-of-stock issues raised by customers.
Customer Satisfaction & Experience
• Ensure that all customer interactions reflect the brand’s standards for professionalism and care.
• Monitor customer feedback and implement service improvement plans.
Training & Team Development
• Train and coach the customer service team to improve communication skills, system usage, and product knowledge.
• Conduct regular performance reviews and feedback sessions.
Reporting & Analysis
• Generate weekly and monthly reports on customer issues, complaints trends, and service performance.
• Recommend and implement improvements to enhance service quality.
Crisis and Escalation Handling
• Act as the escalation point for high-impact or VIP customer cases.
• Provide clear communication and follow-up until full resolution.

Requirements:
• Minimum 4 years’ experience in customer support or operations.
• Proficient in Microsoft Excel.
• Experience in digital marketing.
• Tech-savvy and quick to learn new systems.
• Strong communication and multitasking skills.