Hiring For Customer Service Manager In Mumbai

2 days ago

Mumbai, Maharashtra, India Lisa HR Consultancy Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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 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

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