Customer Service Manager

We are seeking an experienced Customer Service Manager to lead and supervise a dynamic team responsible for ensuring excellent customer support across multiple channels.

The ideal candidate will oversee daily operations for:
• Social Media Moderators (WhatsApp, Facebook, Instagram)
• Order confirmation and coordination team
• Complaint handling team
• General customer inquiry support

Key Responsibilities:

• Lead and manage the customer service team
• Ensure timely and professional responses to customer inquiries across platforms
• Monitor team performance and provide regular training and feedback
• Coordinate with fulfillment, marketing, and operations teams to resolve customer issues
• Handle escalated complaints and complex cases
• Create and maintain SOPs for efficient and consistent service
• Report on customer satisfaction and service KPIs