Customer Services Manager

A Customer Service Manager is responsible for overseeing the daily operations of the customer service department to ensure excellent service quality and customer satisfaction. This role involves managing a team of customer service representatives, resolving escalated issues, developing policies, and analyzing performance metrics to improve the overall customer experience.

1. Role Overview

• Lead and supervise the customer service team to consistently deliver outstanding customer service.
• Develop and implement customer service policies, procedures, and standards.
• Act as a liaison between customers, customer service representatives, and upper management.
• Drive customer satisfaction, loyalty, and retention.

2. Key Duties & Responsibilities

• Team Management:
• Supervise and coach customer service representatives.
• Conduct hiring, training, and performance evaluations.
• Provide guidance on handling complex customer issues and escalations.
• Motivate and develop employees for better performance.
• Customer Relations:
• Resolve customer complaints and inquiries in a timely and efficient manner.
• Build and maintain strong customer relationships.
• Receive and implement customer feedback to enhance services.
• Operational Oversight:
• Oversee daily operations of the customer service department.
• Ensure adherence to quality standards, company policies, and deadlines.
• Monitor team performance through metrics and analytics.
• Prepare reports on customer service activities and department progress for management.
• Process Improvement:
• Analyze customer feedback and service data to identify areas for improvement.
• Develop and implement strategies to improve customer service experience.
• Stay updated on industry trends and introduce best practices.
• Collaboration:
• Work with other departments (sales, marketing, technical, production) to enhance customer experience.
• Participate in planning and meetings to align customer service goals with company objectives.

3. Required Skills & Qualifications

• Strong leadership and people management skills.
• Excellent verbal and written communication skills.
• Ability to handle and resolve conflicts effectively.
• Proficiency in customer service software, CRM tools, and Microsoft Office Suite.
• Analytical skills to interpret performance data and reports.
• Customer-centric mindset and service orientation.
• Problem-solving and critical thinking abilities.
• Time management and organizational skills.

Job Types: Full-time, Permanent

Pay: ₹14,009.58 - ₹25,105.03 per month

Benefits:

• Cell phone reimbursement

Work Location: In person

Speak with the employer
+91 7909821294