Customer Service Manager

Company Overview:-

PSIPL offers a comprehensive range of smart, innovative facilities management solutions that target cost effective, sustainable results at our clients’ facilities and workplaces. Our offerings include technical solutions, soft services solutions, pest management solutions, security management, business support solutions and specialized services solutions delivered across a variety of sectors and clients. At PSIPL, we combine a large pool of trained resources and incisive industry expertise to meet the requirements of our clients, who are from diverse business sectors.

We at PSIPL are driven to provide our clients with compelling value-based solutions through our comprehensive services management approach and benchmarking to create workspaces built on our cherished principles of quality, trust and service excellence.

The ISO 9001:2015, OHSAS 18001:2007, EMS 14001:2015 and EnMS 50001:2011 certifications are a testament to our quest for quality, safety and environmental sustainability.

Vision of the organization:

To be the first choice in delivering excellence in integrated solutions & experiences

Values that we stand by:

• Continuous Improvement
• Entrepreneurial Spirit
• Respect For People
• Being Responsible and Accountable
• Team Work
• Business Ethics

Roles & Responsibilities:-

• Drive account conversions into flagship accounts.
• Establish and implement process standardization, including documentation and reporting mechanisms (G-R-G Standards).
• Develop and deploy key documentation like:
• Employee Data Management
• Monthly Management Review (MMR) Reports
• Minutes of Meeting (MoM) Standardization
• Best Practices & Initiative Documentation
• Internal Review & Governance Framework
• Client Reporting & Documentation Standardization
• Townhall Calendar Management
• Client Expectation Documentation
• Control Mechanism Implementation
• Foster a culture of safety assessments across sites through digitalized framework.
• Ensure timely updates and reporting within the Account CRM system. Training of CRM application across stakeholder group.
• Conduct site visits and client meetings to capture the Voice of Customer (VOC).
• Organize client workshops and develop solution-oriented documentation.
• Administer and analyze Customer Satisfaction (CSAT) surveys.
• Conduct process audits
• Lead or participate in customer experience (CXM) events and initiatives to enhance service quality and client satisfaction.

Key Skills:-

• Good Excel skills (pivot tables, formulas, charts, etc.).
• Experience with BI tools like Power BI, Tableau or similar is a plus
• Good understanding of customer metrics and service workflows.
• Analytical mindset with attention to detail.
• Effective communication and documentation skills.