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 appropriate coaching or development programmes.

• Foster a positive, collaborative, and customer-focused working environment.

Process Improvement

• Review existing workflows and identify opportunities to improve productivity, service quality, and cost efficiency.

• Develop and implement standard operating procedures (SOPs).

• Track key performance indicators (KPIs) and prepare performance reports.

• Work with management to implement new systems, processes, and operational initiatives.

• Ensure proper documentation and accurate maintenance of operational and customer records.

Requirements

• Diploma or Bachelor's Degree in Business Administration, Operations Management, Customer Service, or a related field.

• Minimum 3–5 years of relevant experience in customer service and/or operations management.

• Proven experience managing and developing a team.

• Strong communication, interpersonal, and problem-solving skills.

• Good organisational and time-management abilities.

• Customer-oriented with strong attention to detail.

• Able to handle complaints, escalations, and operational issues professionally.

• Proficient in Microsoft Office and familiar with CRM, ERP, or other business management systems.

• Able to work independently and make sound operational decisions.

• Strong analytical and reporting skills.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality

• Customer complaint resolution time

• Response and turnaround times

• Team productivity and performance

• Operational efficiency

• Process compliance

• Error and issue rates

• Customer retention and service levels

• Achievement of operational targets

Working Arrangement

• Full-time position

• Reports to: General Manager / Operations Director / Management

• Supervises: Customer Service and Operations Team