Job Purpose

The Customer Service & Telesales Manager leads Customer Service and Telesales operations to enhance customer experience, optimize CRM management, and drive business growth across D2C and B2B channels. This role focuses on improving sales conversion, building scalable processes, and driving operational excellence through data-driven management and continuous improvement.

Key Responsibilities

Team Building & Development

• Design the organizational structure for the Customer Service & Telesales team.
• Develop Job Descriptions (JD), KPIs, and incentive schemes.
• Recruit, onboard, coach, and develop team members.

CRM & Customer Data Management

• Lead the implementation and optimization of CRM systems (e.g. HubSpot, Salesforce, or equivalent).
• Build and maintain customer database structures.
• Manage the customer lifecycle and ensure data accuracy.

Performance Reporting & Analysis

• Develop dashboards and performance tracking reports.
• Analyze conversion rates, sales performance, productivity, and operational efficiency.
• Provide recommendations to improve business performance through data analysis.

Telesales Operations

• Build and optimize telesales processes and sales funnels.
• Develop telesales scripts and call standards.
• Manage lead allocation and follow-up activities.
• Continuously improving conversion rates and sales effectiveness.

Customer Service Management

• Develop and standardize customer service processes.
• Handle customer complaints and escalations.
• Improve customer satisfaction, retention, and overall customer experience.

Operational Excellence

• Develop and maintain Standard Operating Procedures (SOPs).
• Standardize workflows, documentation, and operational templates.
• Drive continuous process improvement initiatives.

Cross-functional Collaboration

• Work closely with Marketing, Sales, and other internal stakeholders.
• Ensure customer leads are managed efficiently throughout the sales journey.
• Support both Direct-to-Consumer (D2C) and Business-to-Business (B2B) business channels.

Requirements

Education

• Bachelor’s degree or above
• Background in Business Administration, Marketing, Sales, or related fields is preferred.

Experience

• 4–7 years of experience in Customer Service and/or Telesales
• Proven experience in building or setting up Customer Service/Telesales operations and processes
• Hands-on experience implementing and managing CRM systems

Skills

• Strong leadership, coaching, and team management skills
• Good analytical, reporting, and problem-solving abilities
• Excellent communication and stakeholder management skills
• Results-oriented mindset with strong focus on continuous improvement