Job Description

A Customer Service Manager (CSM) is responsible for overseeing and leading the customer service department to ensure excellent service delivery, customer satisfaction, and efficient departmental operations. This role combines leadership, customer relations, and operational management to achieve company service standards and improve customer loyalty.

1. Overview

The Customer Service Manager leads a team of customer service agents and representatives to ensure the consistent delivery of high-quality customer experiences. They set goals, develop policies, handle escalated customer complaints, coordinate with other departments, and track performance metrics to drive improvements.

2. Key Responsibilities

Supervise Daily Operations:

Manage the day-to-day functions of the customer service team, ensuring adherence to quality standards, deadlines, and company policies.

Lead and Mentor Team:

Hire, train, evaluate, and motivate customer service staff. Conduct performance reviews, provide coaching, and foster a team-oriented environment.

Customer Interaction & Escalations:

Manage and resolve complex customer inquiries, complaints, and disputes promptly to maintain customer satisfaction.

Policy and Procedure Development:

Develop, implement, and update customer service policies and procedures to improve service quality and operational efficiency.

Data Management & Reporting:

Compile, analyze, and present reports on performance metrics, customer feedback, and department progress to upper management.

Cross-Department Collaboration:

Work with sales, marketing, production, and other teams to align customer service efforts with broader company goals.

Budgeting & Resource Planning:

Prepare and manage departmental budgets, monitor expenditures, and forecast resource needs.

Customer Loyalty Programs:

Design and maintain programs to enhance customer retention and satisfaction.

Stay Updated:

Keep abreast of industry trends, new technologies, and customer service best practices.

3. Essential Skills and Qualifications

Education:

Bachelor's degree in Business Administration, Management, or a related field is typically required.

Experience:

At least 3-5 years of experience in customer service roles, including supervisory or managerial experience.

Leadership:

Strong people management skills with the ability to lead, coach, and motivate a team.

Communication:

Excellent verbal and written communication skills.

Problem-Solving:

Ability to handle difficult situations and resolve conflicts effectively.

Technical Skills:

Proficiency with CRM software (e.g., Salesforce, Zendesk), Microsoft Office Suite, and contact center systems.

Organizational Skills:

Strong attention to detail and ability to manage multiple priorities.

Analytical Skills:

Capability to analyze data, generate reports, and use insights for process improvements.

Job Types: Full-time, Permanent

Pay: ₹15,009.58 - ₹20,105.03 per month

Benefits:

Cell phone reimbursement
Work Location: In person