Customer Service Manager

3 weeks ago

Ernakulam, India Phenomenal HR Full time

Job Description – Customer Service Manager (Female)

Location: Kochi, Kerala
Experience Required: 3–5 years

About the Role

We are looking for an experienced Customer Service Manager (Female) to lead our service coordination team at our Kochi office. The ideal candidate will have strong managerial and administrative skills, proven experience in handling and coordinating service engineers, and a customer-centric approach to ensure service excellence.

Key Responsibilities

  • Manage and coordinate the day-to-day activities of the service engineering team.
  • Act as the first point of contact for customers, addressing queries, complaints, and service-related issues promptly and professionally.
  • Administer and oversee the operations of the Technology Centre, ensuring smooth functioning and customer engagement.
  • Coordinate customer visits to the Technology Centre, ensuring an excellent visitor experience.
  • Evaluate and track Customer Satisfaction Index (CSI) for each service engineer and provide feedback for improvement.
  • Monitor service performance, prepare reports, and recommend process improvements.
  • Ensure timely communication between customers, service engineers, and management.
  • Assist in administrative responsibilities related to the service department and technology centre.
  • Foster teamwork and maintain a positive work environment.

Key Requirements

  • Gender: Female (preferred for this role).
  • Experience: Minimum 3–5 years in customer service/administration with an equipment service company.
  • Proven experience in handling and coordinating field service engineers.
  • Language Skills: Proficiency in Malayalam, English and Hindi. Knowledge of Tamil will be an added advantage.
  • Strong administrative and managerial abilities with attention to detail.
  • Excellent problem-solving skills and ability to handle escalations effectively.
  • Proficient in MS Office and business communication tools.
  • Strong interpersonal skills and a team player with a customer-first mindset.

What We Offer

  • A dynamic and professional work environment.
  • Opportunities for growth and career development.
  • Exposure to customer engagement and technology centre administration.

Job Type: Full-time

Benefits:

  • Provident Fund

Experience:

  • Work: 3 years (Required)
  • Machinery: 3 years (Required)

Work Location: In person

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