Overview:

Our client is a trusted business support partner, helping organizations establish strong operational foundations through tailored services. They provide streamlined solutions that enable companies to operate efficiently, stay organized, and focus on growth.

Role Purpose:

We are seeking a highly skilled Customer Service Manager to lead our customer experience function across inquiry, conversion, onboarding, project communication, satisfaction evaluation, and retention.

This role requires a balance of emotional intelligence, commercial awareness, leadership, and strict process coordination. You will act as the voice of the customer within the organization, ensuring consistently excellent communication and service delivery across departments

Key Responsibilities:

1. Client Inquiry & Conversion Management:

• Lead Customer Service Officers in managing inquiries across all channels (website, WhatsApp, calls, social media, email, referrals).
• Oversee the conversion workflow with timely, professional engagements.
• Conduct pre-onboarding consultations to ensure an accurate understanding of customer needs.
• Build customer confidence even when dealing with complex or shifting requirements.

2. Client Engagement Monitoring & Communication:

• Track all active engagements and ensure weekly progress updates.
• Enforce communication protocols, escalation standards, and follow-up structures.
• Manage emerging customer concerns and lead recovery efforts when necessary.
• Anticipate dissatisfaction and intervene proactively.

3. Internal Collaboration & Coordination:

• Work closely with Team Leads for timeline and risk updates.
• Coordinate with Finance on invoicing, payments, and early warning on payment delays.
• Identify and escalate communication gaps before they impact customer perception.
• Hold teams accountable for operational delays when needed.
  

4. Reporting & Documentation:

• Maintain structured reporting templates for internal and customer-facing communication.
• Manage CRM/customer update trackers and ensure compliance.
• Provide weekly reports on customer sentiment, conversions, satisfaction trends, and retention.

5. Secondary Responsibilities:

• Support Business Development with insights for service positioning and messaging.
• Participate in retention and re-engagement campaigns.
• Offer advisory input on improving internal customer experience workflows.
• Contribute data to monthly performance reporting

Requirements:

Education:

Bachelor’s degree in Business Administration, Marketing, Psychology, or related fields.

Experience:

Minimum of 5 years in customer service, administration, or customer support, preferably within finance or consulting.

Technical Skills:

• Proficiency in MS Office (Word, Excel, PowerPoint)
• Strong email etiquette
• Experience with CRM, Zoho Workspace, Google Sheets, or other project/data tools

Communication:

Advanced verbal and written communication skills, with the ability to simplify complex information.

Soft Skills:

• Empathetic yet assertive
• Customer-first mindset
• Ability to confidently engage senior stakeholders
• Strong interpersonal awareness

Work Ethic & Professionalism:

• High attention to detail
• Strong organization and multitasking abilities
• Confidentiality, integrity, and professionalism

Key Competencies:

• Leadership: Coaches team members, conducts performance check-ins, and drives continuous improvement across processes and service delivery.
• Proactivity: Anticipates customer needs and proposes solutions ahead of time.
• Process Coordination: Ensures smooth cross-functional communication between Customer Experience and Finance teams.
• Efficiency: Strong follow-up discipline and timeline management.
• Negotiation & Expectation Management: Guides customers through service options, deliverables, timelines, and fees.
• High Emotional Intelligence: Maintains composure and empathy across customer interactions