Customer Service Manager

Job Title: Customer Service Manager

Location: Koregaon Park,Pune

Department: Customer Service

Job Summary:

We are seeking a motivated and experienced Customer Service Manager to lead and develop our customer service team in Palmonas. The ideal candidate will be passionate about delivering exceptional customer experiences, improving service processes, and managing team performance to meet company goals.

Key Responsibilities:

Lead, mentor, and manage the customer service team to ensure high levels of customer satisfaction and efficiency.

Develop and implement customer service policies, procedures, and standards.

Handle escalated customer issues and provide effective solutions in a timely manner.

Monitor customer service metrics and KPIs, generating reports to identify areas for improvement.

Collaborate with other departments to address customer needs and enhance the overall customer journey.

Recruit, train, and evaluate customer service staff.

Stay updated on industry trends and best practices to continually improve service quality.

Manage customer feedback, complaints, and inquiries through multiple channels (phone, email, chat, social media).

Ensure compliance with company policies and legal requirements related to customer service.

Qualifications:

Bachelor’s degree in Business Administration, Management, or related field preferred.

Minimum 4-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.

Strong leadership and team management skills.

Excellent communication, interpersonal, and problem-solving abilities.

Proficient with CRM software and customer service platforms.

Ability to analyze data and generate actionable insights.

Customer-focused mindset with a passion for service excellence.

Ability to work in a fast-paced and dynamic environment.