Customer Service Manager

Customer Service Manager

Location

Experience

Salary

About Buildskill

Buildskill is a leader in home improvement and tools, obsessed with customer-centricity and digital excellence. The goal? Create the best customer service department in India—backed by systems, smart SOPs, and a proactive, tech-savvy team.

What You’ll Do

• Own SOP development for the entire customer service department, including all modes of customer and internal communication (in-person, WhatsApp, email, phone, etc.).
• Develop and maintain systems and digital processes; monitor and improve those systems continually for performance and compliance.
• Train and upskill your Customer Service (CS) team, especially in soft skills and customer-centric communication.
• Build communication templates for every channel, ensuring clarity, empathy, and consistency.
• Lead regular audits and feedback loops to refine team processes, templates, and scripts.
• Use Zoho CRM and modern digital tools to automate, streamline, and enhance customer interactions.
• Drive technology upgrades in service workflow and CRM; push to innovate the customer experience through tech-backed solutions.
• Collaborate with leadership and cross-functional teams to ensure the best customer service—using engineering knowledge to improve systems, not just people management.
• Understand and champion customer satisfaction, retention, and issue resolution using smart metrics, dashboards, and analytics.

Who You Are

• Engineering graduate only (mandatory).
• Excellent written and oral communication skills—capable of training, coaching, and inspiring.
• Deep experience building SOPs and systems for customer service; proven record of process innovation.
• Strong presenter and trainer; able to develop and deliver soft-skill workshops.
• Expertise in Zoho CRM, digital tech stacks, and process automation.
• Experience working in highly customer-centric, technology-enabled operations.
• Analytical thinker, self-motivated, and relentless about raising the bar for service standards.
• Track record of building systems from scratch, not just inheriting old processes.

Why Buildskill

• Get full ownership to create, define, and elevate every customer interaction.
• Work in a fast-growing, tech-forward brand with ambitious goals for service excellence.
• Located at our corporate office on M.G. Road, Gurugram.