Customer Service Manager

2 weeks ago

Delhi NCR, India Green Hr Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Hiring for USA based big Multinational Company (MNC)

We are seeking an experienced and motivated Customer Service Manager to lead our customer service team. This individual will oversee daily operations, improve service procedures, and ensure that our customers receive outstanding support and satisfaction. The ideal candidate is proactive, strategic, and passionate about delivering exceptional customer experiences.

  • Supervise, train, and mentor customer service representatives.
  • Monitor and evaluate team performance against KPIs, service levels, and customer satisfaction goals.
  • Develop and implement customer service policies, procedures, and standards.
  • Handle complex or escalated customer issues in a professional and timely manner
  • Collaborate with other departments (e.g., Sales, Product, IT) to ensure customer needs are met.
  • Analyze customer feedback and data to identify trends and areas for improvement.
  • Prepare and present regular reports on customer service performance.
  • Recruit, onboard, and continually train new customer service team members.
  • Ensure the team uses current technologies effectively (e.g., CRM software, ticketing systems).
  • Maintain a customer-first culture through strong leadership and example-setting.
  • Proven experience in a customer service or support leadership role
  • Strong leadership and team management skills.
  • Excellent communication, problem-solving, and conflict-resolution abilities.
  • Experience with customer service software and tools (e.g., Zendesk, Salesforce, Freshdesk).
  • Ability to analyze data and make informed decisions.
  • High level of empathy, patience, and customer orientation

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