Hiring For Customer Service Manager In Mumbai

Key Responsibilities

• Develop and implement customer service strategies to enhance the overall customer experience.
• Oversee daily customer support operations, ensuring timely and effective resolution of customer inquiries and complaints.
• Monitor and improve customer service processes across all communication channels (email, chat, phone, and social media).
• Manage order-related issues, returns, refunds, and cancellations efficiently.
• Collaborate with logistics and fulfilment teams to resolve delivery-related concerns.
  

Team Management & Training

• Recruit, train, and mentor a team of customer service representatives.
• Set performance goals, conduct regular evaluations, and provide coaching to enhance team performance.
• Foster a customer-centric culture within the team.
  

Customer Satisfaction & Retention

• Track and analyze customer feedback, complaints, and satisfaction scores (CSAT, NPS, etc.).
• Identify common pain points and work with relevant teams (product, logistics, and marketing) to improve the customer experience.
• Develop initiatives to improve customer engagement and loyalty.
  

Technology & Process Improvement

• Leverage CRM tools and automation to enhance efficiency.
• Implement and refine ticketing systems for streamlined query resolution.
• Analyze key customer service metrics and generate reports for management.
  

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT): Maintain a high satisfaction level.
• Net Promoter Score (NPS): Improve brand loyalty and advocacy.
• First Response Time (FRT): Reduce the time taken to respond to customer queries.
• Resolution Time: Minimize time to resolve customer complaints.
• Customer Retention Rate: Improve repeat purchase behavior.
  

Mandatory

• Familiarity with Omni channel customer support.
• 5+ years of experience in customer service, with at least 2 years in a managerial role (preferably in e-commerce or retail).
• Strong leadership and team management skills.
• Proficiency in CRM tools.