Customer Service Manager

Faxoc

2 years

0 Lacs

india

Posted:3 days ago| Platform:

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Skills Required

service support mentoring empathy drive chat technology crm efficiency reports leadership management communication metrics zendesk freshdesk salesforce

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary

Customer Service Manager

Lead, train, and mentor a team of customer service representatives to deliver outstanding support.
Develop and implement customer service policies, standards, and procedures.
Monitor service performance (SLAs, response times, resolution rates, CSAT, NPS) and implement improvements.
Handle escalated customer issues with empathy, professionalism, and timely resolution.
Implement customer feedback loops to drive product and service enhancements.
Collaborate with cross-functional teams (Sales, Product, Operations) to align service with business goals.
Manage support channels including phone, email, chat, and social media.
Leverage technology (CRM, ticketing, and support platforms) to improve efficiency and customer experience.
Prepare and present customer service performance reports to senior management.
Promote a customer-first culture across the organization.
Experience in customer service or support roles, with at least 2 years in a leadership position.
Strong people management and conflict resolution skills.
Excellent communication and interpersonal abilities.
Analytical mindset with ability to interpret service metrics and implement improvements.
Hands-on experience with CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.).
Ability to thrive in a fast-paced, customer-focused environment.

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