Customer Service Manager

Job Title: Customer Service Manager – Emails
Location: Mumbai (Work from Office – Monday to Saturday)
Budget: ₹35,000 – ₹40,000 per month
Experience: 4-5 years in customer service (email and escalation handling preferred)
Designation: CS Manager (Emails)

Job Summary:

We are looking for a proactive and detail-oriented Customer Service Manager – Emails to manage escalations efficiently and ensure high customer satisfaction. The ideal candidate should have strong communication skills, experience in handling customer escalations via email and calls, and the ability to meet defined service benchmarks.

Key Responsibilities:

1. Escalation Management

• Ensure 95% of escalation emails are responded to within 24 hours.
• Maintain a structured follow-up system for pending or unresolved cases.
• Prioritize urgent queries and ensure timely redressal.

2. Escalation Call Line Availability

• Ensure over 90% of escalation calls are attended with hold times under 10 minutes.
• Coordinate with team members to maintain availability and response SLAs.
• Track and report on call response metrics weekly.

3. Customer Satisfaction (CSAT)

• Maintain an average CSAT score of 4.3 or above on escalated cases (emails/calls).
• Analyze feedback from escalated cases and share action points with the team.
• Implement corrective measures for any feedback falling below expectations.

Requirements:

• Bachelor’s degree in any field.
• Minimum 2 years of experience in leading a customer service team and escalation handling (preferably in email support).
• Strong written communication and problem-solving skills.
• Familiarity with CRM tools and ticketing systems is a plus.
• Ability to work under pressure and manage multiple cases simultaneously.

Job Type: Full-time

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

• Provident Fund

Schedule:

• Day shift

Work Location: In person