Customer Service Manager

Customer Service Manager

Client Relationship Management

• Manage and nurture relationships with Indian and global clients, acting as the primary point of contact.
• Ensure prompt, professional, and solution-oriented communication.
• Monitor and maintain high levels of client satisfaction and service quality.

Team Leadership

• Build, lead, and mentor a high-performing customer service team.
• Define KPIs, monitor performance, and drive continuous improvement.

Process Development & Execution

• Design and implement scalable customer service processes and SOPs.
• Streamline support workflows to ensure consistent and timely responses to client inquiries.

Customer Communication

• Respond to client queries with urgency and accuracy, ensuring 100% response rate and resolution within defined SLAs.
• Prepare and share project updates, timelines, and support documentation.

Proposal & Quotation Management

• Create and send proposals, quotations, and service offerings to existing and prospective clients.
• Collaborate with the sales and pre-sales teams for customized client solutions.

Cross-Functional Collaboration

• Work closely with internal teams (Operations, Sales, Technical, Creative) to ensure alignment in client delivery.
• Liaise with external vendors and partners to coordinate service delivery and resolve issues.

Client Onboarding & Retention

• Ensure smooth onboarding of new clients with clear expectations and service agreements.
• Identify opportunities for upselling and account growth.

Reporting & Analytics

• Maintain customer service records and generate performance reports.
• Analyze customer feedback to improve service strategies.

• Bachelor's degree in Business, Communications, or related field (MBA preferred).
• 5+ years of experience in Customer Service or Client Management, preferably with international exposure.
• Proven ability to lead teams and manage multiple client accounts.
• Strong communication, interpersonal, and negotiation skills.
• Proficient in CRM tools, Microsoft Office, and proposal generation.
• Excellent problem-solving skills and attention to detail.
• Ability to work in a fast-paced, deadline-driven environment.
• Flexibility to work with clients across different time zones.