Customer Service Manager

We are looking for a dedicated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards across all channels. This role requires a proactive leader who can drive customer satisfaction, resolve issues efficiently, and continuously improve service processes.

Key Responsibilities:

• Team Leadership & Development:
• Supervise, train, and mentor customer service representatives.
• Set performance goals and conduct regular performance evaluations.
• Schedule shifts and manage team workload to ensure adequate coverage.
• Customer Experience Management:
• Handle complex or escalated customer inquiries and complaints professionally.
• Monitor and analyze customer service metrics (e.g., response time, satisfaction scores).
• Implement strategies to enhance customer satisfaction and loyalty.
• Process Improvement:
• Develop and update customer service policies, procedures, and standards.
• Identify areas for improvement and implement new processes to enhance efficiency.
• Collaborate with other departments (sales, operations, etc.) to resolve customer issues and improve service delivery.
• Reporting & Analysis:
• Prepare regular reports on customer service performance, trends, and feedback.
• Track KPIs such as CSAT, NPS, first response time, and issue resolution rate.
• Technology & Tools:
• Oversee use of CRM systems, support platforms, or helpdesk software.
• Recommend tools or systems that can enhance service quality.

Qualifications:

• Proven experience as a Customer Service Manager or similar role.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal skills.
• Problem-solving mindset and ability to manage high-pressure situations.
• Proficiency in customer service software (e.g., Zendesk, Salesforce, Freshdesk).
• Bachelor’s degree in Business, Communications, or a related field (preferred).

Key Competencies:

• Customer-first mindset
• Conflict resolution
• Analytical thinking
• Attention to detail
• Time management and multitasking
• Decision-making skills

Job Types: Full-time, Permanent

Pay: ₹14,009.58 - ₹22,105.03 per month

Benefits:

• Cell phone reimbursement

Work Location: In person

Speak with the employer
+91 7909821294