Job Description
The Customer Service Manager is responsible for managing all customer interactions, both technical and non-technical, 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.
- 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.
