Customer Service Manager is responsible for managing and supporting the customer service team to ensure high-quality service delivery, timely issue resolution, and excellent customer satisfaction. This role oversees daily operations, handles escalations, ensures compliance with ISP service standards, and drives continuous improvement.

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in Business, Communications, IT, or related field.
• 3–4 years of experience in customer service, ideally in the ISP or telecom sector.
• At least 2-year experience in a manager role is preferred.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication (written & verbal).
• Ability to handle conflict, pressure, and difficult customers.
• Analytical and problem-solving abilities.
• Strong organizational and time-management skills.
• Familiar with CRM systems, call center systems, and ticketing tools.

• High flexibility and adaptability
• Positive attitude and teamwork spirit
• Strong responsibility and commitment

Key Responsibilities

1. Customer Support

• Handle difficult or complex customer complaints.
• Work closely with Technical Support, NOC, Field Technicians, and Billing teams to resolve issues.
• Ensure accurate and timely communication back to customers.
• Maintain high standards of professionalism and service quality.
• Perform call monitoring and service quality evaluations.
• Identify service gaps and recommend improvements.

2. Reporting & Documentation

• Prepare daily/weekly/monthly performance reports.
• Document service issues, customer feedback, and common problems.
• Provide actionable insights to management.