Role Overview

We are looking for a versatile and experienced Customer Service Manager to oversee and actively participate in all aspects of client interactions. This role combines managerial responsibilities with hands-on tasks, ensuring the seamless operation of customer service while maintaining a personal connection with clients. The ideal candidate will have a strong customer service background, prior experience in property maintenance or specialized cleaning services, excellent problem-solving skills, and the ability to manage operations effectively in a growing business environment.

You will directly report to the General Manager.

Key Responsibilities

• Handle client inquiries through phone, email, and WhatsApp, providing detailed service information.
• Book appointments, create quotations, and prepare invoices while ensuring accurate and timely follow-ups.
• Oversee payment collection and maintain organized financial records.
• Manage escalated customer issues and complaints, delivering prompt and effective solutions.
• Monitor and improve customer service processes to enhance client satisfaction.
• Analyze client feedback and operational trends to identify areas for improvement.
• Act as a liaison between clients and the operations team, ensuring clear communication of service requirements.