Customer Service Manager

Job Title:

Job Summary:

We are looking for a proactive and customer-focused Customer Relationship Manager to oversee customer interactions, ensure satisfaction, and drive service excellence. The ideal candidate will act as the main point of contact for customers, resolve issues efficiently, and continuously improve the overall customer experience.

Roles and Responsibilities:

• Manage customer queries, complaints, and feedback through various channels (phone, email, and chat).
• Ensure timely resolution of customer issues while maintaining high levels of satisfaction.
• Develop and implement strategies to improve customer service quality and efficiency.
• Collaborate with internal teams (sales, technical, and operations) to resolve complex issues requiring escalation.
• Maintain accurate records of customer interactions, feedback, and resolutions.
• Analyze performance metrics to identify trends and areas for process improvement.
• Build strong relationships with customers to enhance trust, loyalty, and retention.
• Conduct regular follow-ups to ensure a consistent and positive customer experience.
• Contribute to process documentation and training of new team members when required.

Key Skills and Requirements:

• Bachelors degree in Business Administration, Marketing, or a related field.
• 25 years of experience in customer service, client relations, or account management.
• Excellent verbal and written communication skills.
• Should able to fluently speak English, Hindi , Kannada.
• Strong problem-solving, conflict resolution, and multitasking abilities.
• Proficiency in CRM software and MS Office tools.
• A customer-first mindset with attention to detail and patience.
• Preferred Skills (Good to Have):
• Experience in the technology, automation, or service industry.
• Familiarity with CRM tools such as Zoho, Salesforce, or HubSpot.
• Ability to manage multiple accounts and prioritize effectively.