Job Description

A Customer Service Manager is responsible for overseeing and leading the customer service team to ensure high-quality service delivery and customer satisfaction. The role involves managing daily operations, training staff, handling escalated issues, developing policies, and analyzing performance metrics to enhance customer experience.

1. Key Responsibilities

Supervise Daily Operations: Manage the customer service department's day-to-day activities, ensuring smooth workflow and adherence to quality standards.

Team Leadership: Hire, train, mentor, and develop customer service representatives; provide regular feedback and performance evaluations.

Customer Interaction: Handle escalated customer complaints and queries, ensuring timely resolution to maintain customer loyalty.

Set Goals & Standards: Establish customer service objectives, policies, and procedures to meet organizational goals and improve service quality.

Performance Analysis: Compile and analyze customer service data and metrics; prepare reports for upper management to identify improvement areas.

Cross-Department Collaboration: Coordinate with other departments (sales, marketing, product teams) to enhance the overall customer experience.

Process Improvement: Identify obsolete policies and inefficient processes, recommending and implementing improvements.

Customer Feedback: Act as a liaison between customers and leadership, relaying feedback to influence customer-focused business changes.

Motivate and Prevent Burnout: Delegate workloads effectively to avoid team burnout and ensure consistent service quality.

2. Required Skills and Qualifications

Education: Bachelor's degree, Communications, or a related field (Associate Degree or equivalent experience may be acceptable in some roles).

Experience: Generally, 1-2 years of experience in customer service roles; prior management or leadership experience preferred.

Technical Skills: Proficiency in Customer Relationship Management (CRM) software (e.g., Salesforce, Zendesk), Microsoft Office Suite, and call center/contact center software.

Soft Skills:

Excellent communication and interpersonal skills.

Strong leadership and team management abilities.

Problem-solving and conflict resolution skills.

Organizational and analytical skills.

Active listening and social perceptiveness.

Ability to work under pressure and handle escalations.

Job Types: Full-time, Permanent

Pay: ₹14,009.58 - ₹20,105.03 per month

Benefits:

Cell phone reimbursement
Work Location: In person

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