Customer Service Manager

Job Title: Customer Service Manager

Department: Customer Support / Operations
Reports To: Operations Head / General Manager
Location: Attingal

Job Summary:
The Customer Service Manager is responsible for overseeing customer support operations, ensuring high levels of customer satisfaction, managing the support team, and improving service processes. The role focuses on performance management, escalation handling, and coordination with internal departments.

Key Responsibilities:

• Manage and supervise the customer service team, including Team Leads and CSAs.
• Ensure timely resolution of customer complaints, queries, and escalations.
• Set and monitor customer service KPIs such as response time, resolution time, and CSAT.
• Develop and implement customer service policies, SOPs, and best practices.
• Review daily, weekly, and monthly performance reports and take corrective actions.
• Coordinate with operations, sales, and service teams for smooth service delivery.
• Handle high-level customer escalations and ensure customer retention.
• Train, mentor, and evaluate customer service staff.
• Ensure compliance with company policies and service standards.
• Identify areas for process improvement to enhance customer experience.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement

Experience:

• Direct sales: 5 years (Preferred)
• Management: 1 year (Preferred)

Work Location: In person