Customer Service Manager – Antananarivo
Aceolution · Antananarivo
Description du poste
About the role
Aceolution is seeking a seasoned Customer Service Manager to lead its Madagascar operations. You will oversee the entire customer service function, ensuring high‑quality support and continuous improvement of service delivery.
Key responsibilities
- Manage end‑to‑end customer service operations and contact‑center activities.
- Lead, coach, and supervise support teams to achieve performance targets.
- Monitor KPIs, SLAs, service quality metrics, and customer satisfaction scores.
- Identify and implement process improvements for operational efficiency.
- Handle escalations and ensure timely, effective issue resolution.
- Collaborate with internal departments to enhance the overall customer experience.
- Prepare regular reports and performance analyses for senior management.
Required profile
- Proven experience managing a contact‑center or customer service department.
- Strong leadership background in customer‑focused operations.
- Experience in service‑quality management and process optimisation.
- Excellent communication and stakeholder‑management abilities.
- Ability to thrive in a fast‑paced environment.
Required skills
- Fluency in French (written and spoken).
- Fluency in English (written and spoken).
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Aceolution
Antananarivo
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