Customer Service Manager

Job Description – Customer Service Manager

Company Name: CADD Centre
Designation: Customer Service Manager
Experience: 3+ Years
Department: Customer Service / Operations
Employment Type: Full-Time

Job Summary

We are looking for an experienced and customer-focused Customer Service Manager to manage customer relationships, ensure excellent service delivery, and improve overall customer satisfaction at CADD Centre. The ideal candidate should have strong communication, leadership, problem-solving, and team management skills, along with the ability to handle customer queries, feedback, and escalations effectively.

Key Responsibilities

• Manage day-to-day customer service operations and ensure smooth service delivery.
• Handle customer inquiries, complaints, feedback, and escalations professionally.
• Maintain strong relationships with existing customers and ensure customer satisfaction.
• Coordinate with sales, training, academic, and operations teams to resolve customer issues.
• Monitor customer service performance and implement improvement strategies.
• Guide, train, and motivate customer service executives to achieve service targets.
• Ensure timely follow-ups with students and customers regarding their queries and concerns.
• Maintain accurate customer records, feedback reports, and service documentation.
• Identify opportunities to improve customer experience and retention.
• Support student enrollment, course-related queries, and post-training assistance.

Required Skills & Qualifications

• Minimum 3+ years of experience in customer service or customer relationship management.
• Excellent verbal and written communication skills.
• Strong interpersonal and team management abilities.
• Good problem-solving and decision-making skills.
• Ability to handle customer complaints and difficult situations.
• Proficiency in MS Office and customer management tools.
• Strong organizational and multitasking abilities.
• Customer-oriented mindset with a positive attitude.

Preferred Skills

• Experience in the education, training, or service industry.
• Knowledge of customer relationship management (CRM) systems.
• Experience in handling student queries and managing customer retention.
• Ability to work with cross-functional teams and achieve service goals.

Key Performance Indicators (KPIs)

• Customer satisfaction and feedback scores.
• Customer complaint resolution time.
• Student/customer retention rate.
• Follow-up and query resolution efficiency.
• Team performance and service quality.
• Overall customer experience improvement.

Candidate Profile

The ideal candidate should be proactive, responsible, and passionate about delivering excellent customer service. They should have the ability to lead a team, build long-term customer relationships, and contribute to the overall growth and reputation of CADD Centre.

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person