Customer Service Manager

Job Description Job Description Position Overview : The Customer Service Manager will oversee all customer service operations, ensuring clients receive outstanding support throughout their moving experience. This role involves managing a team of customer service representatives, addressing escalations, and improving processes to enhance overall customer satisfaction.Key Responsibilities : Team Leadership : Supervise, train, and motivate the customer service team to ensure high-quality service.Monitor team performance through key performance indicators (KPIs) and provide constructive feedback.Customer Support : Handle escalated customer concerns with professionalism and resolve issues promptly.Act as the main point of contact for VIP clients and complex projects.Process Management : Develop and implement customer service policies, procedures, and standards.Monitor and optimize workflows to ensure efficient handling of inquiries, bookings, and complaints.Relationship Building : Foster positive relationships with customers, ensuring repeat business and referrals.Collaborate with sales, operations, and logistics teams to address customer needs and expectations.Quality Assurance : Conduct regular audits of customer interactions to maintain service excellence.Gather customer feedback and implement improvement initiatives based on insights.Qualifications : Proven experience in a customer service management role, preferably within the moving or logistics industry.Strong leadership and team management skills.Excellent problem-solving, negotiation, and conflict-resolution abilities.Proficiency in customer relationship management software and Microsoft Office Suite.Exceptional verbal and written communication skills.Ability to multitask and remain calm under pressure.Preferred Qualifications : Knowledge of the moving industry and related regulations.Familiarity with dispatch or scheduling systems.Bachelor’s degree in business, communications, or a related field.