Customer Service Manager – Antananarivo

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).