Customer Service Manager
Job in
Orlando, Orange County, Florida, 32885, USA
Listed on 2026-06-01
Listing for:
Calqulate
Full Time
position Listed on 2026-06-01
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Bilingual, Client Relationship Manager, Event Manager / Planner -
Management
Client Relationship Manager, Event Manager / Planner
Job Description & How to Apply Below
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
Essential
- Proven experience in a customer service management or supervisory role
- Call center 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
- Travel industry experience
- Formal complaint handling experience
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