Customer Service Manager

11 hours ago

Bhopal, Madhya Pradesh, India Credencial management system Full time ₹ 1,68,088 - ₹ 2,46,124 per year

Customer Service Managers lead and coordinate customer support teams, maintain high service standards, and work closely with other departments to enhance customer satisfaction and loyalty. They manage staff performance, recruit and train new team members, and ensure customer concerns are handled effectively.

  1. Key Duties and Responsibilities -

  2. Customer Interaction & Issue Resolution

  3. Address complex or escalated customer issues promptly.
  4. Ensure customer inquiries across all channels (phone, email, chat, etc.) are answered timely and accurately.
  5. Act as a liaison between customers and other departments.
  6. Operational Management
  7. Oversee daily customer service operations and workflows.
  8. Develop, update, and enforce customer service policies and procedures.
  9. Create and maintain customer loyalty and retention programs.
  10. Strategic Planning & Reporting
  11. Set customer service goals and standards for the team.
  12. Analyze customer service metrics and KPIs to assess department performance.
  13. Prepare reports on customer service trends, challenges, and progress to upper management.
  14. Use customer feedback and data analysis to suggest process improvements.
  15. Cross-Department Collaboration
  16. Work with other teams (Sales, Quality, Production, etc.) to meet customer needs and improve the customer experience.
  17. Relay customer feedback to inform product or process changes.
  18. Continuous Improvement & Professional Development
  19. Stay up-to-date with industry trends and customer service technologies.

  20. Implement new tools and best practices to enhance service delivery.

  21. Required Skills and Qualifications -

  22. Proven experience in customer service roles (typically 1 years), including leadership or supervisory experience.

  23. Strong leadership, communication, and interpersonal skills.
  24. Ability to handle stressful situations and complex customer complaints with diplomacy.
  25. Proficient with customer service and CRM software (e.g., contact center software, QuickBooks, workforce management tools).
  26. Analytical skills for data interpretation and strategy formulation.
  27. Excellent organizational and multitasking abilities.
  28. Degree in Business Administration, Management, or a related field preferred but not always mandatory.

Job Types: Full-time, Permanent

Pay: ₹14, ₹20,105.03 per month

Benefits:

  • Cell phone reimbursement

Work Location: In person

Speak with the employer

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