What are the responsibilities and job description for the Customer Service Manager position at Calqulate?
Customer Service Manager
Type: Full-Time | On-site Orlando, Florida
Role Overview
We are looking for an experienced Customer Service Manager to lead a team of Customer Support Advisors in a fast-paced call centre environment. You will drive performance against KPIs, resolve escalated issues, and continuously improve processes to deliver an exceptional customer experience.
Key Responsibilities
- Lead, coach, and develop a team of Customer Support Advisors through regular 1-2-1s and KPI reviews
- Handle escalated and complex customer complaints, including long-standing or high-sensitivity cases
- Manage major incidents, including customer emergencies abroad
- Analyse customer service data to identify trends and drive performance improvements
- Develop and maintain department policies, procedures, and quality standards
- Collaborate with internal teams and supplier partners to resolve queries and improve processes
- Build strong customer relationships by consistently exceeding expectations
Requirements
Essential
- Proven experience in a customer service management or supervisory role
- Call centre experience
- Strong knowledge of customer service principles and best practices
- Excellent communication skills, verbal and written
- Confident decision-maker with the ability to take ownership and escalate appropriately
- Calm and professional under pressure with a solutions-focused mindset
- Strong people leadership skills with the ability to motivate and develop a team
- High attention to detail and a flexible approach
- Current passport with ability to travel
Desirable
- Travel industry experience
- Formal complaint handling experience