Customer Service Manager

About the role

The Customer Service Manager leads the after‑sales service operations, overseeing transportation, installation and maintenance activities to ensure high customer satisfaction and loyalty. You will manage a team of service representatives, coordinate service delivery, and drive continuous improvement across the service function.

Key responsibilities

• Lead, mentor and coach the after‑sales service team, conducting performance reviews and training sessions.
• Plan, schedule and coordinate repairs, installations and maintenance visits, allocating resources for timely response.
• Collaborate with sales, logistics, warehouse, vendors and outsourced workshops to ensure seamless service delivery.
• Build and maintain strong customer relationships, addressing inquiries and providing proactive updates.
• Establish and enforce quality standards, conduct inspections and implement corrective actions.
• Provide technical assistance and troubleshooting guidance to customers and technicians.
• Collect and analyse customer feedback and service metrics to identify improvement opportunities.
• Manage vendor relationships, negotiate service contracts and monitor spare‑part availability.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Proven experience in managing after‑sales or customer service teams.
• Strong organizational and coordination abilities.
• Excellent communication and relationship‑building skills.

Required skills