Customer Service Manager

Ensure timely, accurate, and empathetic responses to all customer email queries.

Implement automation and template libraries for faster resolution.

Regularly audit email quality and coach the team on tone, accuracy, and compliance.

Lead a team dedicated to handling escalations and grievances across all channels.

Maintain complaint logs and ensure all complaints are closed within TAT.

Identify systemic issues and drive service recovery initiatives.

Design and manage end-to-end VOC programs using surveys, interviews, and analytics.

Drive continuous improvement based on CSAT/NPS and customer verbatim feedback.

Provide training and guidance to branch teams for consistent CX.

Work closely with regional managers to implement process improvements.

Conduct regular audits of service delivery at branches and customer touchpoints.

Team Leadership & Performance Management

Cross-functional Collaboration

Reporting & Insights

Process Improvement & Automation

Risk & Compliance

Hire, mentor, and develop the customer service team.

Set KPIs, review performance, and drive a culture of a.ccountability and recognition.

Facilitate training on new tools, service standards, and customer empathy.

Liaise with Product, IT, Operations, Marketing, and Legal to resolve customer-impacting issues.

Represent the customer’s voice in internal meetings and product roadmap discussions.

Drive alignment across departments on service standards and expectations.

Generate regular dashboards and reports for leadership on SLA adherence, trends, complaints, CSAT/NPS, and ORM performance.

Provide data-backed recommendations to reduce churn and increase customer lifetime value.

Identify bottlenecks in service processes and implement improvements using digital / automation techniques.

Work with tech teams to deploy self-service solutions.

Ensure all customer service practices comply with regulatory requirements and company policies.

Keep records and audit trails for all customer interactions and escalations.