Customer Service Manager

Job Title: Customer Service Manager

Location: Pune, India

Industry: FMCG | LED | Consumer Electronics (techtron)

Type: Full-time

Salary: 6lpa - 9lpa

A Bit About Us

Multibrands International Ltd. is a UK-based company with over 27 years of experience in the FMCG, LED, and technology product sectors.

Based in central Bradford, we are proud to be a leading manufacturer of innovative, own-brand products that challenge the status quo. With four dedicated offices, including a production office in China and operational support in India, our global footprint is continuously expanding.

Weve built a strong reputation for delivering high-quality, reliable products worldwideand were not stopping there. Were now making bold moves into the techtron E-Mobility segment, which includes E-Scooters, E-Bikes, EV Chargers, Dirt Bikes, and more.

This is an exciting time to join our growing global sales team, as we prepare to disrupt the health, beauty, and electronics markets with innovative new products and cutting-edge branding.

What You'll Do

• Address and resolve customer inquiries, complaints, and service issues quickly and efficiently.
• Leverage ChatGPT or similar AI tools for faster response drafting and knowledge base development.
• Monitor service metrics and KPIs through CRM and reporting tools, analyze performance and customer feedback.
• Continuously improve service quality by evaluating current processes and implementing data-backed enhancements.
• supporting the customer experience for techtron by delivering prompt, knowledgeable, and solution-focused service across all communication channels.
• Implement customer compensation policies, product exchanges, or refunds as necessary.
• Compile accurate reports and service performance statistics regularly.
• Coordinate closely with supply chain, sales, and warehouse teams to ensure timely and accurate order processing.
• Respond to escalated issues promptly and maintain professional communication standards.
• Establish, document, and optimize customer service policies, SOPs, and service standards.
• Maintain thorough records of all interactions, service activities, and resolutions in the CRM.
• Prioritize workflow and ensure smooth operation of customer support channels.

What Were Looking For

• Proven experience in customer service management or supervisory roles.
• Strong familiarity with ChatGPT, CRM tools, cloud-based software, and productivity apps.
• Comfortable with platforms like LinkedIn, live chat tools, and social media communication.
• Excellent interpersonal, client-facing, and written communication skills.
• Strong analytical and decision-making capabilities.
• Ability to think strategically and lead a team effectively.
• Tech-savvy, with a keen awareness of industry trends and customer service innovations.
• High level of emotional intelligence, patience, and a solutions-oriented mindset.