Customer Service Manager

3 weeks ago

Bhopal, India Credencial management system Full time

We are looking for a dedicated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards across all channels. This role requires a proactive leader who can drive customer satisfaction, resolve issues efficiently, and continuously improve service processes.

Key Responsibilities:

  • Team Leadership & Development:
  • Supervise, train, and mentor customer service representatives.
  • Set performance goals and conduct regular performance evaluations.
  • Schedule shifts and manage team workload to ensure adequate coverage.
  • Customer Experience Management:
  • Handle complex or escalated customer inquiries and complaints professionally.
  • Monitor and analyze customer service metrics (e.g., response time, satisfaction scores).
  • Implement strategies to enhance customer satisfaction and loyalty.
  • Process Improvement:
  • Develop and update customer service policies, procedures, and standards.
  • Identify areas for improvement and implement new processes to enhance efficiency.
  • Collaborate with other departments (sales, operations, etc.) to resolve customer issues and improve service delivery.
  • Reporting & Analysis:
  • Prepare regular reports on customer service performance, trends, and feedback.
  • Track KPIs such as CSAT, NPS, first response time, and issue resolution rate.
  • Technology & Tools:
  • Oversee use of CRM systems, support platforms, or helpdesk software.
  • Recommend tools or systems that can enhance service quality.

Qualifications:

  • Proven experience as a Customer Service Manager or similar role.
  • Strong leadership, coaching, and team-building skills.
  • Excellent communication and interpersonal skills.
  • Problem-solving mindset and ability to manage high-pressure situations.
  • Proficiency in customer service software (e.g., Zendesk, Salesforce, Freshdesk).
  • Bachelor's degree in Business, Communications, or a related field (preferred).

Key Competencies:

  • Customer-first mindset
  • Conflict resolution
  • Analytical thinking
  • Attention to detail
  • Time management and multitasking
  • Decision-making skills

Job Types: Full-time, Permanent

Pay: ₹14, ₹22,105.03 per month

Benefits:

  • Cell phone reimbursement

Work Location: In person

Speak with the employer

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