Customer Service Manager

21 hours ago

Mohali, Punjab, India NS Ventures Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We are seeking a
Customer Service Manager
who will be responsible for managing client relationships across India and international markets. This role involves building and leading a customer service team, developing and optimizing customer support processes, ensuring timely and accurate client communication, and working cross-functionally with internal teams and external vendors. The ideal candidate is proactive, organized, and committed to delivering 100% client satisfaction.

Key Responsibilities:

Client Relationship Management

  • Manage and nurture relationships with Indian and global clients, acting as the primary point of contact.
  • Ensure prompt, professional, and solution-oriented communication.
  • Monitor and maintain high levels of client satisfaction and service quality.

Team Leadership

  • Build, lead, and mentor a high-performing customer service team.
  • Define KPIs, monitor performance, and drive continuous improvement.

Process Development & Execution

  • Design and implement scalable customer service processes and SOPs.
  • Streamline support workflows to ensure consistent and timely responses to client inquiries.

Customer Communication

  • Respond to client queries with urgency and accuracy, ensuring 100% response rate and resolution within defined SLAs.
  • Prepare and share project updates, timelines, and support documentation.

Proposal & Quotation Management

  • Create and send proposals, quotations, and service offerings to existing and prospective clients.
  • Collaborate with the sales and pre-sales teams for customized client solutions.

Cross-Functional Collaboration

  • Work closely with internal teams (Operations, Sales, Technical, Creative) to ensure alignment in client delivery.
  • Liaise with external vendors and partners to coordinate service delivery and resolve issues.

Client Onboarding & Retention

  • Ensure smooth onboarding of new clients with clear expectations and service agreements.
  • Identify opportunities for upselling and account growth.

Reporting & Analytics

  • Maintain customer service records and generate performance reports.
  • Analyze customer feedback to improve service strategies.

Requirements:

  • Bachelor's degree in Business, Communications, or related field (MBA preferred).
  • 5+ years of experience in Customer Service or Client Management, preferably with international exposure.
  • Proven ability to lead teams and manage multiple client accounts.
  • Strong communication, interpersonal, and negotiation skills.
  • Proficient in CRM tools, Microsoft Office, and proposal generation.
  • Excellent problem-solving skills and attention to detail.
  • Ability to work in a fast-paced, deadline-driven environment.
  • Flexibility to work with clients across different time zones.

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