Customer Service Manager
15 hours ago
We are looking for a dedicated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards across all channels. This role requires a proactive leader who can drive customer satisfaction, resolve issues efficiently, and continuously improve service processes.
Key Responsibilities:
- Team Leadership & Development:
- Supervise, train, and mentor customer service representatives.
- Set performance goals and conduct regular performance evaluations.
- Schedule shifts and manage team workload to ensure adequate coverage.
- Customer Experience Management:
- Handle complex or escalated customer inquiries and complaints professionally.
- Monitor and analyze customer service metrics (e.g., response time, satisfaction scores).
- Implement strategies to enhance customer satisfaction and loyalty.
- Process Improvement:
- Develop and update customer service policies, procedures, and standards.
- Identify areas for improvement and implement new processes to enhance efficiency.
- Collaborate with other departments (sales, operations, etc.) to resolve customer issues and improve service delivery.
- Reporting & Analysis:
- Prepare regular reports on customer service performance, trends, and feedback.
- Track KPIs such as CSAT, NPS, first response time, and issue resolution rate.
- Technology & Tools:
- Oversee use of CRM systems, support platforms, or helpdesk software.
- Recommend tools or systems that can enhance service quality.
Qualifications:
- Proven experience as a Customer Service Manager or similar role.
- Strong leadership, coaching, and team-building skills.
- Excellent communication and interpersonal skills.
- Problem-solving mindset and ability to manage high-pressure situations.
- Proficiency in customer service software (e.g., Zendesk, Salesforce, Freshdesk).
- Bachelor's degree in Business, Communications, or a related field (preferred).
Key Competencies:
- Customer-first mindset
- Conflict resolution
- Analytical thinking
- Attention to detail
- Time management and multitasking
- Decision-making skills
Job Types: Full-time, Permanent
Pay: ₹14, ₹22,105.03 per month
Benefits:
- Cell phone reimbursement
Work Location: In person
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