Customer Service Manager

Job Description

Job Title: Customer Service Manager – After-Sales Location: Bangalore, India Experience: Full-Time | 3–4 Years Overview: We are seeking a dynamic and customer-focused Customer Service Manager to lead our after-sales service operations across India. Based in Bangalore, this pivotal role will serve as the primary Point of Contact (POC) for all post-purchase customer interactions, driving satisfaction, loyalty, and long-term engagement. Key Responsibilities: Act as the central liaison for all customer communication after the point of sale. Respond promptly and effectively to customer service requests, ensuring timely resolution. Design and manage customer engagement strategies , including personalized communication and email marketing campaigns to promote services and collect feedback. Create professional, impactful email content for individual cases and mass communication. Monitor and enhance customer satisfaction , retention , and Net Promoter Score (NPS) . Lead, mentor, and support a team of customer service representatives and/or field staff. Collaborate with Sales, Operations, Logistics, and Technical teams to ensure seamless service delivery. Track service KPIs and provide regular performance reports to management. Handle escalations professionally and resolve complaints with urgency and empathy. Maintain accurate and up-to-date service records using CRM systems. Uphold service level agreements (SLAs) and ensure adherence to compliance standards. Key Skills: Strong interpersonal and communication skills (verbal and written) Proficiency in email marketing tools and CRM platforms Problem-solving , conflict resolution , and decision-making abilities Leadership and team management Analytical mindset with attention to service metrics and customer feedback Show more Show less