Customer Services Manager

3 days ago

Bhopal, Madhya Pradesh, India Credencial management system Full time ₹ 14,000 - ₹ 3,05,215 per year

A Customer Service Manager is responsible for overseeing the daily operations of the customer service department to ensure excellent service quality and customer satisfaction. This role involves managing a team of customer service representatives, resolving escalated issues, developing policies, and analyzing performance metrics to improve the overall customer experience.

  1. Role Overview

  2. Lead and supervise the customer service team to consistently deliver outstanding customer service.

  3. Develop and implement customer service policies, procedures, and standards.
  4. Act as a liaison between customers, customer service representatives, and upper management.

  5. Drive customer satisfaction, loyalty, and retention.

  6. Key Duties & Responsibilities

  7. Team Management:

  8. Supervise and coach customer service representatives.
  9. Conduct hiring, training, and performance evaluations.
  10. Provide guidance on handling complex customer issues and escalations.
  11. Motivate and develop employees for better performance.
  12. Customer Relations:
  13. Resolve customer complaints and inquiries in a timely and efficient manner.
  14. Build and maintain strong customer relationships.
  15. Receive and implement customer feedback to enhance services.
  16. Operational Oversight:
  17. Oversee daily operations of the customer service department.
  18. Ensure adherence to quality standards, company policies, and deadlines.
  19. Monitor team performance through metrics and analytics.
  20. Prepare reports on customer service activities and department progress for management.
  21. Process Improvement:
  22. Analyze customer feedback and service data to identify areas for improvement.
  23. Develop and implement strategies to improve customer service experience.
  24. Stay updated on industry trends and introduce best practices.
  25. Collaboration:
  26. Work with other departments (sales, marketing, technical, production) to enhance customer experience.

  27. Participate in planning and meetings to align customer service goals with company objectives.

  28. Required Skills & Qualifications

  29. Strong leadership and people management skills.

  30. Excellent verbal and written communication skills.
  31. Ability to handle and resolve conflicts effectively.
  32. Proficiency in customer service software, CRM tools, and Microsoft Office Suite.
  33. Analytical skills to interpret performance data and reports.
  34. Customer-centric mindset and service orientation.
  35. Problem-solving and critical thinking abilities.
  36. Time management and organizational skills.

Job Types: Full-time, Permanent

Pay: ₹14, ₹25,105.03 per month

Benefits:

  • Cell phone reimbursement

Work Location: In person

Speak with the employer

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