Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team in delivering exceptional service in a fast-paced telecommunications environment.

Job based in Congo

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team in delivering exceptional service in a fast-paced telecommunications environment. The ideal candidate will be responsible for managing day-to-day operations, improving customer satisfaction, and ensuring service excellence across all channels.

Key Responsibilities:

• Lead, train, and mentor the customer service team to meet performance targets

• Develop and implement customer service policies and procedures

• Monitor service metrics (e.g., response times, resolution rates) and generate performance reports

• Handle escalated customer issues and ensure timely resolution

• Collaborate with technical, sales, and product teams to enhance customer experience

• Stay up-to-date with telecommunications trends and customer expectations

Qualifications:

• Proven experience in customer service management, preferably in telecom

• Strong leadership and team management skills

• Excellent communication and problem-solving abilities

• Familiarity with CRM systems and call center technologies

• Bachelor’s degree in Business, Communications, or related field (preferred)