Assistant Manager

19 hours ago

Panchkula, Haryana, India P-TAL (Punjabi Thathera Art Legacy) Full time ₹ 5,50,000 - ₹ 6,60,000 per year

Job Title: Assistant Manager – Customer ServicesLocation: Panchkula, Haryana, IndiaCTC: ₹5.5 – ₹6.6 lakhs per annumDepartment: Customer Services
Immediate joiners preferred

About P-TAL

P-TAL is a leading Indian brand dedicated to reviving and driving excellence in traditional artisan-crafted kitchenware. We're looking for a dynamic Assistant Manager – Customer Services to support day-to-day operations, elevate customer delight, and nurture a high-performing team.

Role Overview

The Assistant Manager – Customer Services will play a key role in managing day-to-day customer support operations, team productivity, and quality metrics. Reporting to the Customer Services Head, you'll help drive high CSAT, efficient workflows, and effective cross-functional collaboration while coaching and developing team members.

Key Responsibilities

  1. Team Performance Management (Partial KRA Scope)

  2. Supervise the customer service team, focusing on timely grievance resolution and adherence to SOPs.

  3. Monitor and report team adherence to SLAs (≥95%), team productivity, and call/ticket targets.

  4. Ensure timely and accurate submission of daily/weekly reports.

  5. Quality & Customer Satisfaction

  6. Drive high standards in customer interaction, aiming for CSAT scores ≥90% and NPS ≥75%.

  7. Support resolution of escalated cases, reduction of repeat complaints, and first contact resolution levels of ≥70%.

  8. Process & Workflow Optimization

  9. Identify basic process bottlenecks and propose improvements for order management, grievance redressal, and refunds.

  10. Work towards reducing average response/resolution time by 5–8% quarter-on-quarter.

  11. Execute at least one process enhancement or automation project biannually in coordination with the Customer Services Head.

  12. Data & Reporting

  13. Ensure timely and 98%+ accurate reporting of operational data.

  14. Present actionable insights or observations to management monthly.

  15. Team Development & Training

  16. Coach and train team members to achieve individual and collective KPIs.

  17. Enable regular training (≥2 hrs per team member/month) and support ongoing skill development.

  18. Participate in driving employee engagement and motivation (aim for scores ≥75%).

  19. Cross-Functional Collaboration (Selective Scope)

  20. Regularly coordinate with Warehouse, Logistics, and Vendor Management for quicker resolution and smooth order flow.

  21. Ensure effective closure of 95%+ of cross-departmental escalations.

Desired Skills & Profile

  • 4+ years of relevant customer service experience, preferably with 1+ year in a supervisory or team lead capacity.
  • Demonstrated results in improving customer satisfaction and team KPIs.
  • Strong interpersonal, analytical, and communication skills.
  • Proficiency in customer support software & reporting tools.
  • Hands-on experience in handling escalations and executing process improvements.
  • Collaborative, energetic, with genuine customer-centricity.
  • Immediate availability or short notice period preferred.

Why Join P-TAL?

  • Opportunity to develop leadership skills and grow within a rapidly scaling, purpose-driven brand.
  • Hands-on exposure to process improvement, team building, and customer experience excellence.
  • Competitive CTC package, inspiring work culture, and cross-functional learning.

To apply:

  • Send your updated resume at and mention '
    Application for Post of Assistant Manager - CSD'
    in subject line and a brief note on your suitability for this role. Immediate joiners will be given preference.

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