Customer Service Manager

3 weeks ago

Thane Mumbai, India Workstrive Technologies Private Limited Full time

Job Description: Customer Care Manager

Location: Thane, Mumbai

Experience: 5-7 years as Manager in Customer Care

CTC: INR 6 Lacs to 7 Lacs per annum

Key Responsibilities:

  1. Direct and Manage Customer Service Activities
  • Oversee all activities related to the delivery of effective customer service.
  • Ensure customer service operations align with organizational goals.
  1. Liaison with Department Heads
  • Collaborate with other department heads to address customer service needs.
  • Ensure cohesive inter-departmental relationships to enhance customer satisfaction.
  1. Customer Satisfaction Data
  • Implement and maintain effective methods for gathering customer satisfaction data.
  • Analyze and interpret data to identify areas for improvement.
  1. Develop Plans and Targets
  • Develop strategic plans and targets for the customer service team.
  • Ensure team objectives align with the company's mission and goals.
  1. Task Delegation
  • Delegate tasks to team leaders to ensure smooth departmental operations.
  • Monitor task completion and performance.
  1. Data Analysis
  • Analyze and interpret data relating to customer service effectiveness.
  • Compile accurate reports and provide actionable insights.
  1. Customer Relationship Management
  • Manage and maintain long-lasting relationships with customers and clients.
  • Ensure consistent and positive customer interactions.
  1. Budget Management
  • Control expenses and monitor the budget for the customer service department.
  • Ensure cost-effective operations without compromising service quality.
  1. Support Other Departments
  • Provide support to other departments with customer-service-related issues.
  • Ensure cross-departmental collaboration for customer satisfaction.
  1. Training and Development
  • Organize training and facilitate the development of the customer service team.
  • Ensure continuous learning and skill enhancement for team members.
  1. Team Appraisals
  • Assist in appraising new and existing team members.
  • Provide constructive feedback and support for career development.
  1. Record Keeping
  • Maintain accurate records and document customer service actions and discussions.
  • Ensure data integrity and accessibility.
  1. Customer Inquiries
  • Respond to customer inquiries promptly and professionally.
  • Ensure effective resolution of customer issues.
  1. Service Procedures and Standards
  • Develop service procedures, policies, and standards.
  • Ensure adherence to established guidelines.
  1. Customer Satisfaction
  • Focus on achieving high levels of customer satisfaction.
  • Implement strategies to enhance customer experiences.
  1. Hiring and Training
  • Hire and train staff to ensure a skilled and capable customer service team.
  • Foster a positive work environment and team spirit.
  1. Issue Resolution
  • Take ownership of customer issues and follow problems through to resolution.
  • Ensure timely and effective problem-solving.
  1. Mission and Strategy
  • Set a clear mission for the customer service team.
  • Deploy strategies focused on achieving the mission.
  1. Statistical Analysis and Reporting
  • Analyze statistics related to customer service performance.
  • Compile accurate reports and share findings with relevant stakeholders.

Skills and Qualifications:

  • 5-7 years of experience as a Manager in Customer Care.
  • Strong leadership and management skills.
  • Excellent communication and interpersonal abilities.
  • Proficient in data analysis and reporting.
  • Ability to develop and implement strategic plans.
  • Strong organizational and multitasking skills.
  • Proficient in customer relationship management.
  • Knowledge of budgeting and expense control.
  • Experience in training and developing teams.
  • Ability to resolve customer issues effectively and efficiently.

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