Customer Service Cum Operations Manager

Customer Service cum Operations Manager Job Summary We are looking for a proactive and experienced Customer Service cum Operations Manager to oversee day-to-day operations while ensuring a high standard of customer service.

The successful candidate will manage operational processes, lead the customer service team, resolve customer issues, and work closely with internal departments to improve efficiency, service quality, and customer satisfaction.

Key Responsibilities

Customer Service Lead and supervise the customer service team to ensure timely and professional handling of customer enquiries, requests, and complaints. Handle escalated customer issues and provide effective resolutions. Monitor customer feedback and identify areas for service improvement.

Establish and maintain customer service standards, procedures, and service-level expectations. Maintain strong relationships with customers and address service concerns promptly. Monitor customer satisfaction and implement initiatives to improve the overall customer experience.

Operations Management Oversee daily business operations and ensure smooth and efficient workflow. Develop, implement, and improve operational policies, procedures, and processes. Monitor operational performance and ensure tasks are completed accurately and within required timelines.

Coordinate with sales, finance, logistics, warehouse, technical, and other relevant departments to ensure seamless operations. Identify operational bottlenecks and implement corrective and preventive measures. Ensure compliance with company policies, procedures, and applicable regulatory requirements.

Prepare operational reports and provide management with regular updates on performance, issues, and improvement initiatives. Team Management Lead, coach, train, and motivate customer service and operations staff. Allocate workloads and monitor team performance.

Set performance objectives and conduct regular performance reviews. Identify training needs and arrange appr