Customer Service Manager

2 weeks ago

Bengaluru Karnataka India, Karnataka Westbury Kommerce Full time

Position Title: Manager, Customer Service

Education: Graduate / Postgraduate

Experience: 8 to 10 years

Location: Bengaluru


Role Description


We are seeking a highly experienced and data-driven Customer Support Manager to lead and scale our multi-channel customer experience function for D2C websites. The ideal candidate has proven experience in Customer Service, operations management, process automation, performance optimization, and cross-functional collaboration. The role will be responsible for driving service excellence, improving customer satisfaction, optimizing turnaround times, increasing resolution efficiency, and reducing repeat contacts through structured governance, automation, and process improvements.

Key Responsibilities


  • Lead, mentor, and develop customer support teams across channels including email, chat, voice, WhatsApp, and social media.
  • Conduct huddles, performance reviews, and structured coaching to drive accountability and productivity.
  • Ensure adherence to SLAs, response standards, and service excellence Manage high-priority escalations including logistics issues, order delays, incorrect deliveries, claims, and refund disputes.
  • Coordinate with stores, logistics partners, product, marketplace, and brand teams to ensure timely resolution.
  • Implement service failure recovery strategies including compensation framework and root-cause improvement plans.
  • Monitor quality audits across channels, share feedback and action plans with agents and trainers.
  • Track CSAT, AHT, and contact reason trends to identify improvement areas and reduce repeated contacts.
  • Drive closure rate improvements, first-contact resolution, and customer communication excellence.
  • Identify and execute automation opportunities to reduce manual dependencies and enhance workflow efficiency.
  • Refine SOPs, escalation matrices, and knowledge base content in collaboration with product and training teams.
  • Lead initiatives aimed at achieving faster resolution commitments
  • Publish reports covering contact volume, Customer Happiness Index Metrics, CSAT, SLA adherence, and contact centre metrics (FCR, AHT, SLA, CSAT, reopen rate, Customer Happiness Index).
  • Analyze escalation patterns and operational gaps to recommend and implement corrective actions.
  • Own control tower functions including non-delivery reporting, reverse logistics monitoring, and proactive outreach.
  • Partner with Product, Tech, Logistics, Store Ops, and Brand teams to streamline CX initiatives and close systemic gaps.
  • Represent customer sentiment data in business reviews, RCA presentations, and improvement forums.
  • Ensure seamless support during peak events and sale spikes, including delivery delays, returns, refunds, exchanges, NDR, RTO, and reverse logistics.

Requirements:

  • 8–10 years of experience in customer service operations, preferably in eCommerce/retail.
  • Strong leadership, team management, and stakeholder alignment skills.
  • Proven experience leading large support teams with measurable improvements.
  • Demonstrated expertise in escalations, logistics coordination, refunds, return workflows, and reverse logistics.
  • Strong analytical and reporting abilities (Excel, dashboards, RCA frameworks).
  • Experience working with CRM platforms, automation tools, chatbots, and omnichannel systems.
  • Ability to manage multiple stakeholders and influence without authority.
  • Experience in designing or refining training modules, SOPs, escalation matrices, and self-service journeys.


  • SAP Customer service

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka Best Infosystems Ltd. Full time

    SAP Customer service_Bangalore/Pune/Navi Mumbai/Noida/Hyderabad/Chennai_Full-TimeJob Title: SAP Customer serviceJob Type: Full-TimeExperience: 5-10 yearsLocation: Bangalore/Pune/Navi Mumbai/Noida/Hyderabad/ChennaiJob Description:The SAP Service Management role is a critical position within our organization that is responsible for managing and optimizing our...

  • Customer Service Representative

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka WT Microelectronics 文曄科技公司 Full time

    Job PurposeWe are seeking a highly motivated and detail-oriented Customer Service Representative to join our dynamic team. In this role, you will be responsible for managing and ensuring the smooth flow of customer orders, demand forecasting, and communication with both internal teams and customers. You will also be instrumental in defending and expanding...

  • Customer Service Representative

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka dnata Travel Group Full time

    ✈️ Looking to grow your career in travel and aviation services?About us:dnata is world’s trusted aviation partner. Our award-winning aviation services are the cornerstone of airport, passenger, and travel operations across the world.As part of the Emirates Group, dnata is a leading global air and travel services provider. Established in 1959, we offer...

  • Customer Service Manager

    3 days ago

    Bengaluru, Karnataka, India SKUPREME Full time

    Company DescriptionSkupreme automates operations for brands, warehouses, and commerce by leveraging innovative technology. With features like intelligent order routing, real-time catalog and inventory synchronization, and native label generation, Skupreme enables businesses to scale efficiently. Its solutions are designed to optimize workflows, reduce...

  • Customer Service Representative

    1 week ago

    Bengaluru, Karnataka, India, Karnataka MSI Services Pvt Ltd Full time

    MSI Services Pvt. Ltd. is currently hiring suitable candidates for the role - “Associate– CSR Team” within our business operations in Bangalore, India. There are several openings in the Sales, Purchase, Imports and Accounting Departments. This role offers a structured career path with opportunities to progress into senior positions, leadership roles,...

  • Technical Services Manager

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka HCLTech Full time

    Technical Services Manager with CDMResponsibilities –· Primary contact for the customer regarding technology discussions· Recognized as the escalation point for technical issues for the ECS customer landscape· Deep understanding of customer landscape and its interfaces· Understands the customer business, goals and challenges in order to suggest...

  • Customer Service Representative

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka MSI Services Pvt Ltd Full time

    MSI Services Pvt. Ltd is currently hiring suitable candidates for the role - "Associate" within our business operations in Bangalore, India. We prefer immediate joiners or short notice joiners.This role offers a structured career path with opportunities to progress into senior positions, leadership roles, or cross-functional projects. We are an equal...

  • Customer Service Representative

    2 weeks ago

    Bengaluru, Karnataka, India, Karnataka Whitefield Careers Full time

    Responsibilities:To answer and make calls within the set standard.To provide accurate information to callers.To provide exceptional customer service.To acquire all necessary process information.To stay updated with protocols as per process.To document all call information according to standard operating procedures.To maintain and improve quality results by...

  • Area Service Manager

    12 hours ago

    Bengaluru, Karnataka, India, Karnataka Ather Energy Full time

    You’ll be our: Area Vehicle Service ManagerYou’ll be based at: Corporate Office (IBC Knowledge Park, Bengaluru)You’ll be aligned with: Manager Service DeliveryYou’ll be joining our: Vehicle Service Delivery teamWhat you’ll do at Ather:— You will be our key senior resource in the city, managing servicedelivery, service operations, and demand...

  • Assistant Service Manager

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka HVAC Company Full time

    Job Description for the AM/Service Manager Location-Bangalore & ChennaiIndustry-HVAC IndustrySalary package : up to 10 lacs (depends on experience)Job Role:Coordination with Sales, Customer & internal Departments for the site related activities.Quick response and acknowledgement to any service call received from client/customer to achieve customer...