Assistant Manager

P-TAL is a leading Indian brand dedicated to reviving and driving excellence in traditional artisan-crafted kitchenware. We’re looking for a dynamic Assistant Manager – Customer Services to support day-to-day operations, elevate customer delight, and nurture a high-performing team.

The Assistant Manager – Customer Services will play a key role in managing day-to-day customer support operations, team productivity, and quality metrics. Reporting to the Customer Services Head, you’ll help drive high CSAT, efficient workflows, and effective cross-functional collaboration while coaching and developing team members.

1. Team Performance Management (Partial KRA Scope)

• Supervise the customer service team, focusing on timely grievance resolution and adherence to SOPs.
• Monitor and report team adherence to SLAs (≥95%), team productivity, and call/ticket targets.
• Ensure timely and accurate submission of daily/weekly reports.

2. Quality & Customer Satisfaction

• Drive high standards in customer interaction, aiming for CSAT scores ≥90% and NPS ≥75%.
• Support resolution of escalated cases, reduction of repeat complaints, and first contact resolution levels of ≥70%.

3. Process & Workflow Optimization

• Identify basic process bottlenecks and propose improvements for order management, grievance redressal, and refunds.
• Work towards reducing average response/resolution time by 5–8% quarter-on-quarter.
• Execute at least one process enhancement or automation project biannually in coordination with the Customer Services Head.

4. Data & Reporting

• Ensure timely and 98%+ accurate reporting of operational data.
• Present actionable insights or observations to management monthly.

5. Team Development & Training

• Coach and train team members to achieve individual and collective KPIs.
• Enable regular training (≥2 hrs per team member/month) and support ongoing skill development.
• Participate in driving employee engagement and motivation (aim for scores ≥75%).

6. Cross-Functional Collaboration (Selective Scope)

• Regularly coordinate with Warehouse, Logistics, and Vendor Management for quicker resolution and smooth order flow.
• Ensure effective closure of 95%+ of cross-departmental escalations.

• 4+ years of relevant customer service experience, preferably with 1+ year in a supervisory or team lead capacity.
• Demonstrated results in improving customer satisfaction and team KPIs.
• Strong interpersonal, analytical, and communication skills.
• Proficiency in customer support software & reporting tools.
• Hands-on experience in handling escalations and executing process improvements.
• Collaborative, energetic, with genuine customer-centricity.
• Immediate availability or short notice period preferred.

• Opportunity to develop leadership skills and grow within a rapidly scaling, purpose-driven brand.
• Hands-on exposure to process improvement, team building, and customer experience excellence.
• Competitive CTC package, inspiring work culture, and cross-functional learning.

To apply:

• Send your updated resume at aatish.sharma@ptal.in and mention '

  Application for Post of Assistant Manager - CSD'

  in subject line and a brief note on your suitability for this role. Immediate joiners will be given preference.