Customer Service

The CS Manager oversees customer service operations, KPI and CSAT performance, reporting, and daily workflow management. This role ensures service targets are met, escalations are handled effectively, and reports are delivered accurately to leadership while working closely with CSR Team Leads, HR, and internal stakeholders.

Key Responsibilities:

• KPI, Performance & CSAT: Monitor individual and team KPIs, conduct performance reviews, validate incentive payouts, and analyze CSAT trends for continuous improvement

• Recruitment & Training Coordination: Participate in final interviews, align hiring decisions with HR, and identify coaching or refresher training needs

• Reporting: Prepare and submit weekly and monthly CSR reports covering KPIs, CSAT, quality commitments, interventions, and hiring/training updates

• Operations Management: Handle customer escalations, assign urgent tickets, manage workloads during absences, ap...