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PALMONAS
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Customer Service Manager

Customer Service Manager

PALMONAS

8 years

0 Lacs

pune maharashtra india

Posted:2 days ago| Platform:

Apply

Skills Required

service support crm strategy design escalation forecast staffing training communication technology drive optimization automation ai capture analyze marketing data planning freshdesk zendesk salesforce management

Work Mode

On-site

Job Type

Full Time

Job Description

Location:

Department:

About the Role-

Customer Service Manager

Key Responsibilities-

Strategy & Planning

Design and implement customer service strategy aligned with business goals.
Develop SOPs and escalation frameworks for omnichannel support.
Forecast volumes, staffing, and tech requirements to meet SLAs.

Execution & Operations

Manage day-to-day support across
calls, emails, chats, and social platforms
.
Ensure prompt, empathetic, and consistent resolution of customer queries.
Track KPIs (response time, CSAT, NPS, FRT, resolution TAT).

Team Leadership

Build, mentor, and manage a high-performing customer service team.
Conduct training on product knowledge, communication skills, and CRM usage.
Create a culture of accountability and customer delight.

Technology & Tools

Drive adoption and optimization of
Limechat (CRM/automation tool)
.
Work closely with product/tech teams to integrate new tools, AI/automation, and self-service options.

Customer Insights & Continuous Improvement

Capture customer feedback, analyze trends, and share insights with business teams.
Collaborate with marketing, product, and operations to enhance CX across touchpoints.
Identify gaps and propose data-driven improvements.

Qualifications & Skills-

5–8 years of experience in
customer service management
, preferably in
retail, e-commerce, or D2C
.
Strong background in
strategy, planning, and execution
of customer support operations.
Hands-on experience managing omnichannel support (calls, emails, social media, chats).
Proficiency with
Limechat CRM
or similar tools (Freshdesk, Zendesk, Salesforce Service Cloud).
Strong analytical mindset with ability to track KPIs and drive improvements.
Excellent communication, conflict resolution, and stakeholder management skills.
Proven ability to scale customer support functions in a high-growth environment.

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