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Job Description
Customer Service Manager Mumbai
Job Description: Job Title: Customer Service Manager Mumbai
The Customer Service Manager will be responsible for overseeing and improving customer support operations to enhance customer satisfaction, loyalty, and retention. This role involves managing a team of customer service representatives, optimizing service processes, handling escalations, and ensuring seamless customer interactions across multiple channels, including chat, email, and phone support.
Key Responsibilities:
Customer Service Operations:
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.
Key Skills: Target Industry: Ecommerce Retail
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.
Gender: Open
Experience: 5+ years
Job Location: Matunga East, Mumbai
Working Days: 6 days (10.30 am to 7.30 pm)
Qualification: Bachelor's degree in Business Administration, Customer Service, or a related field.
Notice Period: Immediate to 30 day
Relocation candidates:no
