Customer Service Manager

Customer Service Managers are responsible for the Customer Management, Converting leads to Walk-ins, Generating online sales of the brand. They oversee the entire leads management and are responsible for generating sales via online channels like Google, Meta, etc. Depending on the role, they might interact with digital marketers, performance marketers who contribute to website traffic, lead generation, digital marketing. Primary KPI is to Convert leads into Store Walk-ins, Online Sales, Website sales - assist in revenue generation for the company. Roles and Responsibilities Manage all online activity in relation to Leads Management, sales, conversion and reporting Train the Pre-sales executives, customer support team to daily interact with leads, understand their calling, conversion rate, CRM usage. Give daily feedback to the Marketing & Lead Gen team about the quality of leads. Work with the marketing team in order to improve quality and traffic acquisition Analyze various data in order to deliver data driven strategies in order to deliver top performance and achieve KPIs. Weekly Report on performance of the Lead Conversion status. Closely interact with the Store Sales Teams for the leads passed on as Walk-ins, follow up with customers and observe the billing/revenue patterns Train sales team to interact with customers online in a professional manner Maintain relationships with regular and key customers Handle high ticket sales personally and ensure they are converted Manage the Online Sales teams, Customer Service Teams and ensure that they provide optimum levels of service to clients Create a Sales plan month wise and ensure the Targets are met. Train team in CRM systems if needed, ensure all data is captured in CRM system Monthly publish the Pre-sales analysis - Leads to Conversion matrix. Desired Candidate Profile Should have working experience in running a Customer Service Team in Retail, Product, Service - Customer interaction At least 4 years of experience in a similar role Experience managing pre-sales team or tele calling/tele sales or customer service teams Experience in CRM is a must Should have experience in handling 10-20 members Experience in Sales Training is preferred Benefits Very good incentive structure Bonuses & allowances Annual Increments based on performance