Customer service manager

Roles & Responsibilities

Job Summary:

The Enterprise Customer Service Manager is responsible for leading the customer service team to ensure exceptional support for enterprise clients, leveraging expertise in Microsoft Dynamics 365 to enhance service efficiency. Additionally, this role provides cross-functional support and assist the General Manager with miscellaneous tasks to support business operations.

Duties and Responsibilities

1. Enterprise Customer Service Management

• Lead and mentor a team of customer service representatives to deliver high-quality support to enterprise clients.
• Develop and implement customer service strategies to improve satisfaction, retention, and loyalty.
• Handle escalated customer issues and ensure timely resolution.
• Monitor service performance metrics (e.g., CSAT, response time, resolution rate) and implement improvements.

2. Microsoft Dynamics 365 Expertise

• Serve as the subject matter expert (SME) for Microsoft Dynamics 365, assisting customers and internal teams with product-related inquiries.
• Troubleshoot technical issues, liaise with IT/development teams, and provide training to staff and clients as needed.
• Stay updated on new Dynamics 365 features and recommend best practices for customer service optimization.

3. General Manager Support (Miscellaneous Tasks)

• Assist the General Manager with ad-hoc projects, reports, and operational tasks.
• Coordinate cross-functional initiatives to improve business efficiency.
• Prepare presentations, data analysis, and strategic recommendations as required.

Requirements

• Bachelor’s degree in Business Administration, IT, or related field.
• Proven experience in enterprise customer service management, preferably in a tech-driven environment.
• Strong knowledge of Microsoft Dynamics 365 (ERP/CRM modules, customer service workflows).
• Excellent leadership, communication, and problem-solving skills.
• Ability to multitask, prioritize, and support executive-level tasks.