We are looking for a Service Manager (Icegate) to lead customer service operations, enhance service quality, and ensure seamless client management. The ideal candidate will take ownership of customer issues, drive KPI achievement, strengthen service processes, and build a high-performing support team.
Key Responsibilities
-
Improve customer service experience and support organic growth.
-
Take ownership of customer issues and ensure timely resolution.
-
Manage client relationships and ensure KPI achievement.
-
Develop and implement service procedures, policies, and standards.
-
Maintain accurate records, reports, and documentation.
-
Analyze service metrics and recommend improvements.
-
Recruit, mentor, and develop customer service staff.
-
Manage resources, monthly billing, and workflow priorities.
-
Stay updated with industry trends and apply best practices.
