Customer Service Manager
6 days ago
CM SMT (Customer Support/Customer Care Manager)
Responsibilities:
- Lead and manage a team of telesales representatives to achieve enrollment targets
- Develop sales scripts, call strategies, and objection-handling techniques tailored to academic offerings
- Monitor daily performance metrics (calls, conversion rates, enrollments) and provide regular coaching
- Ensure high-quality customer interactions aligned with brand and service standards
- Collaborate with marketing and admissions teams to align leads, campaigns, and messaging
- Handle escalated inquiries and support the team in closing high-potential prospects
- Conduct regular training sessions to improve product knowledge and telesales skills
- Generate and present performance reports and recommendations to senior management
Requirements:
- Minimum 5 years of experience in telesales, sales or any related field, including 3 years in a leadership or supervisory role.
- Strong leadership, communication, and team-building skills
- Target-oriented with a strong track record of meeting or exceeding sales goals
- Familiarity with CRM systems and sales reporting tools
- Professional proficiency in English in both writing and speaking.
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