Assistant Customer Service Manager

4 days ago

Mumbai, Maharashtra, India ECL Finance Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Assistant Manager Customer Service

Department: Customer Experience / Operations

Location: Mumbai

Reports To: Customer Service Manager / Head of Customer Experience

Employment Type: Full-time

Job Summary:

We are seeking an experienced and customer-focused Assistant Manager – Customer Service to oversee daily operations of the customer support team. The ideal candidate will ensure high service levels, manage escalations, mentor team members, and contribute to the continuous improvement of service processes and customer satisfaction.

Key Responsibilities:

  • Supervise and support a team of customer service representatives to ensure prompt, professional, and efficient responses to customer inquiries.
  • Monitor team performance through KPIs and SLAs; generate regular reports and recommend improvements.
  • Handle escalated customer issues with empathy, efficiency, and resolution-driven strategies.
  • Take inbound customer calls and initiate outbound communication (calls/emails) as required to resolve service requests or follow up on pending issues.
  • Ensure timely and professional handling of all customer touchpoints, including voice and digital channels.
  • Coordinate with cross-functional teams (e.g., sales, logistics, tech support, operations) to resolve customer concerns effectively.
  • Train, coach, and mentor team members to maintain high service standards and improve performance.
  • Assist in creating and updating SOPs, call scripts, and knowledge bases.
  • Participate in hiring, onboarding, and performance evaluations of customer service staff.
  • Use CRM and support tools (e.g., Marvin, Zendesk, Salesforce, Freshdesk) to manage customer interactions and track metrics.
  • Identify trends in customer feedback and suggest product or process improvements.

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