Customer Service Manager @Bangalore

Role:

Qualification:

Experience Required:

Location:

Compensation:

Rounds:

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Key Responsibilities

Team Leadership and Management

• Lead and manage a diverse team of 50-60 customer service professionals including Advisors, Team Leaders, and Assistant Managers across multiple hierarchical layers
• Serve as the primary SPOC for Bangalore location with complete operational accountability
• Develop and implement strategic initiatives to enhance team productivity and service delivery standards
• Conduct regular performance reviews, coaching sessions, and talent development programs for all reporting levels
• Ensure seamless coordination between different management layers to maintain operational efficiency

Customer Service Excellence

• Oversee post-sales customer service operations for subscription-based models, managing leads transitioned from sales teams
• Maintain exceptional service standards across all customer touchpoints in the south territory
• Handle complex customer escalations and implement resolution strategies
• Drive customer satisfaction through proactive service delivery and relationship management
• Monitor and analyze CSAT and NPS metrics to continuously improve service quality

Operational Management

• Manage day-to-day operations ensuring adherence to service level agreements and quality standards
• Implement and maintain knowledge of CCAT (Customer Care Assessment Tool) methodologies across the team
• Develop and execute training programs focused on customer service excellence and product knowledge Ensure compliance with company policies, procedures, and regulatory requirements
• Optimize resource allocation and workforce management to meet business objectives

Strategic Planning and Decision Making

• Make critical operational decisions that impact team performance, customer satisfaction, and business outcomes
• Analyze performance metrics and generate actionable insights for continuous improvement
• Collaborate with cross-functional teams including sales, product, and technology departments
• Develop and implement process improvements to enhance operational efficiency
• Drive strategic initiatives aligned with organizational goals and customer needs

Must-Have Qualifications

Experience and Background

• Maximum 8 years of progressive experience in customer service management roles
• Proven track record in B2C working models with emphasis on sales and customer service
• Extensive experience managing large teams (30+ members) with multiple hierarchical layers Including advisors, team leaders, assistant managers.
• This role requires managing the entire south terititory
• Background in subscription-based business models and post-sales service management
• Experience in EdTech, BPO, or similar B2C industries with larger team structures

Language Proficiency

• English + Tamil proficiency is the first priority for effective communication with regional customers
• Telugu and Kannada language skills are additional advantages for comprehensive south territory coverage
• Diverse language proficiency essential for managing varied customer demographics across the region

Technical Skills and Knowledge

• Strong knowledge of CSAT and NPS methodologies and implementation
• Proficiency in CCAT and other customer service assessment tools
• Understanding of subscription-based business models and customer lifecycle management
• Experience with CRM systems and customer service technologies

Personal Attributes

• Exceptional decision-making abilities with proven track record of handling complex situations
• Strong leadership and people management skills
• Direct customer interaction experience (mandatory screening requirement)
• Excellent communication and interpersonal skills
• Analytical mindset with ability to interpret data and drive insights

Interview Process

The interview process consists of 4 comprehensive rounds:

Round 1: Telephonic screening interview1.

Round 2: Video interview - Technical and operational assessment2.

Round 3: Video interview - Leadership and behavioral evaluation3.

Round 4: Final interview with Director - Strategic fit and vision alignment4.

Connect on - 8931017165 or share resumes on anushka.m@karyarth.com

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