Customer Service Manager

Job Description

Job Title: Customer Service Manager Department: Customer Experience/Operations Location: Mumbai Reports To: Chief Business Officer Job Summary We are seeking a dynamic and customer-focused Customer Service Manager to lead and manage our customer support team. In this role, you will ensure that our e-commerce customers receive exceptional service at every touchpoint. Your responsibilities include developing strategies to improve customer satisfaction, managing a team of customer service representatives, and ensuring operational excellence. Key Responsibilities 1. Team Leadership and Management o Recruit, train, and mentor a high-performing customer service team. o Monitor team performance using KPIs, including response time, resolution rate, and customer satisfaction. o Conduct regular performance reviews and provide constructive feedback. 2. Customer Support Operations o Oversee day-to-day operations of customer service, ensuring timely and effective resolution of customer inquiries across multiple channels (email, chat, phone, social media). o Develop and maintain SOPs for handling common customer issues (e.g., order tracking, returns, refunds, technical issues). o Handle escalated customer issues and resolve complex problems to maintain customer trust and loyalty. 3. Customer Experience Enhancement o Analyze customer feedback to identify trends and areas for improvement. o Work cross-functionally with marketing, product, and logistics teams to address systemic issues affecting customer satisfaction. o Implement strategies to reduce churn, increase retention, and enhance the overall customer journey. 4. Tools and Systems Management o Manage and optimize customer service software and tools (e.g., Zendesk, Freshdesk, or similar). o Recommend and implement new technologies to improve operational efficiency. 5. Reporting and Insights o Create and present regular reports on customer service metrics, including NPS, CSAT, and FCR. o Use data to recommend changes that improve processes and align with business goals. Qualifications • Education: Bachelor’s degree in Business Administration, Communications, or a related field. • Experience: o Minimum 5 years of experience in customer service, with at least 2 years in a leadership/managerial role, preferably in e-commerce. o Proven track record of improving customer satisfaction and managing high-performing teams. • Skills: o Strong leadership and interpersonal skills. o Excellent problem-solving and conflict-resolution abilities. o Proficiency in customer service tools (e.g., Zendesk, Freshdesk). o Analytical mindset with experience in using data to drive decisions. o Strong written and verbal communication skills. Why Join Us? • Opportunity to make a significant impact in a fast-growing e-commerce company. • Collaborative, innovative, and customer-focused work environment. • Competitive salary, benefits, and growth opportunities. Show more Show less