Customer Service Manager

About the role

We are seeking an experienced Customer Service Manager to lead our service team and ensure exceptional experiences for our guests across all Marina Seafood House locations. The role focuses on driving customer satisfaction, loyalty, and operational efficiency while supporting the overall growth of the business.

Key responsibilities

• Improve the customer service experience and foster engaged, loyal customers.
• Take ownership of customer issues and see them through to resolution.
• Set a clear mission and deploy strategies aligned with that mission.
• Develop service procedures, policies, and standards.
• Maintain accurate records of service actions and discussions.
• Analyze statistics and compile detailed reports.
• Recruit, mentor, and develop customer service agents, encouraging empowerment.
• Stay ahead of industry developments and apply best practices.
• Manage resources and assets to meet qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow based on priorities.

Required profile

• Proven experience in a customer service position.
• Excellent knowledge of management methods and techniques.
• Strong leadership and interpersonal skills.

Required skills

• Microsoft Office
• Customer service software