Customer Service Manager

3 days ago

Pune, India PALMONAS Full time

Location: Pune

Department: Customer Service


About the Role-

We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails. The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is well-versed in CRM tools like Limechat.


Key Responsibilities-


Strategy & Planning

  • Design and implement customer service strategy aligned with business goals.
  • Develop SOPs and escalation frameworks for omnichannel support.
  • Forecast volumes, staffing, and tech requirements to meet SLAs.

Execution & Operations

  • Manage day-to-day support across calls, emails, chats, and social platforms.
  • Ensure prompt, empathetic, and consistent resolution of customer queries.
  • Track KPIs (response time, CSAT, NPS, FRT, resolution TAT).

Team Leadership

  • Build, mentor, and manage a high-performing customer service team.
  • Conduct training on product knowledge, communication skills, and CRM usage.
  • Create a culture of accountability and customer delight.

Technology & Tools

  • Drive adoption and optimization of Limechat (CRM/automation tool).
  • Work closely with product/tech teams to integrate new tools, AI/automation, and self-service options.

Customer Insights & Continuous Improvement

  • Capture customer feedback, analyze trends, and share insights with business teams.
  • Collaborate with marketing, product, and operations to enhance CX across touchpoints.
  • Identify gaps and propose data-driven improvements.


Qualifications & Skills-


  • 5–8 years of experience in customer service management, preferably in retail, e-commerce, or D2C.
  • Strong background in strategy, planning, and execution of customer support operations.
  • Hands-on experience managing omnichannel support (calls, emails, social media, chats).
  • Proficiency with Limechat CRM or similar tools (Freshdesk, Zendesk, Salesforce Service Cloud).
  • Strong analytical mindset with ability to track KPIs and drive improvements.
  • Excellent communication, conflict resolution, and stakeholder management skills.
  • Proven ability to scale customer support functions in a high-growth environment.

  • Customer Service Associate

    1 week ago

    Pune, Maharashtra, India recruitwire service Full time

    Hiring talented individuals fluent in regional languages for the following positions: Languages Required: - Tamil - Malayalam - Kannada Role : Customer Service Executive **Requirements**: Excellent communication skills. Graduation is mandatory. Immediate joiners are preferred. **Salary**: Max up to 40000 ctc Location: Kharadi ( Premium Domestic...

  • Customer Service Manager

    2 days ago

    Pune, Maharashtra, India PALMONAS Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Customer Service ManagerLocation: Koregaon Park,PuneDepartment: Customer ServiceJob Summary:We are seeking a motivated and experienced Customer Service Manager to lead and develop our customer service team in Palmonas. The ideal candidate will be passionate about delivering exceptional customer experiences, improving service processes, and...

  • Customer Service Manager

    2 days ago

    Pune, India PALMONAS Full time

    Location: Pune Department: Customer Service About the Role- We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails. The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is well-versed...

  • Customer Service Manager

    2 days ago

    Pune, India PALMONAS Full time

    Location: PuneDepartment: Customer ServiceAbout the Role-We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails . The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is...

  • Customer Service Manager

    15 hours ago

    Pune, India PALMONAS Full time

    Location: PuneDepartment: Customer ServiceAbout the Role-We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails. The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is well-versed in CRM...

  • Customer Service Manager

    2 days ago

    Pune, India PALMONAS Full time

    Location: Pune Department: Customer Service About the Role- We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails . The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector ...

  • Customer Service Manager

    23 hours ago

    pune, India PALMONAS Full time

    Location: PuneDepartment: Customer ServiceAbout the Role-We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails. The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is well-versed in CRM...

  • Customer Service Manager

    20 hours ago

    Pune, India PALMONAS Full time

    Location: Pune Department: Customer Service About the Role- We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails . The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is...

  • Customer Service Manager

    15 hours ago

    Pune, India PALMONAS Full time

    Location: Pune Department: Customer Service About the Role- We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails . The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is...

  • Customer Service Manager

    2 weeks ago

    Pune, India Multibrands International Full time

    Job Title: Customer Service Manager Location: Pune, India Industry: FMCG | LED | Consumer Electronics (techtron) Type: Full-time Salary: 6lpa - 9lpa A Bit About Us Multibrands International Ltd. is a UK-based company with over 27 years of experience in the FMCG, LED, and technology product sectors. Based in central Bradford, we are proud to be a leading...