Customer Service Manager

Job Summary:

The Service Manager is responsible for leading the customer service and technical support team to ensure timely, efficient, and quality service delivery. This role requires expertise in managing support operations through a ticketing system, overseeing issue resolution, and ensuring customer satisfaction across all touchpoints.

Key Responsibilities:

• Supervise and manage the day-to-day operations of the customer service/helpdesk team.
• Oversee the use of ticketing systems (e.g., Zendesk, Freshdesk, Jira, or equivalent) to manage service requests, incidents, and problem tickets.
• Monitor service levels and ensure tickets are resolved within defined SLAs (Service Level Agreements).
• Analyze recurring issues and propose solutions to improve service efficiency and customer satisfaction.
• Train and coach team members on system use, service protocols, and customer handling.
• Generate regular reports on ticket trends, team performance, and customer feedback.
• Coordinate with technical teams or vendors for escalated issues and ensure proper follow-up.
• Develop and implement service policies, processes, and KPIs.
• Conduct regular performance evaluations and support the development of staff skills.
• Ensure the department’s compliance with company policies and customer service standards.

Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or any related field.
• Minimum of 3-5 years experience in customer service or service management, with at least 2 years in a supervisory or managerial role.
• Proficient in ticketing systems such as Zendesk, Jira Service Desk, Freshdesk, or similar platforms.
• Strong leadership, organizational, and communication skills.
• Excellent problem-solving abilities and attention to detail.
• Knowledge of service desk operations and customer satisfaction metrics.
• Ability to handle multiple priorities in a fast-paced environment.

Preferred:

• ITIL Certification or understanding of IT Service Management (ITSM) practices.
• Experience in the construction, renewable energy, or technical services industry.