Job Description

- Job Title: Customer Service Manager- Location: Pune, India - Industry: FMCG | LED | Consumer Electronics (techtron)- Type: Full-timeA Bit About Us:- Multibrands International Ltd. is a UK-based company with over 27 years of experience in the FMCG, LED, and technology product sectors.- Based in central Bradford, we are proud to be a leading manufacturer of innovative, own-brand products that challenge the status quo. With four dedicated offices, including a production office in China and operational support in India, our global footprint is continuously expanding.- We've built a strong reputation for delivering high-quality, reliable products worldwide-and we're not stopping there. We're now making bold moves into the techtron E-Mobility segment, which includes E-Scooters, E-Bikes, EV Chargers, Dirt Bikes, and more.- This is an exciting time to join our growing global sales team, as we prepare to disrupt the health, beauty, and electronics markets with innovative new products and cutting-edge branding.What You'll Do:- Address and resolve customer inquiries, complaints, and service issues quickly and efficiently.- Leverage ChatGPT or similar AI tools for faster response drafting and knowledge base development.- Monitor service metrics and KPIs through CRM and reporting tools, analyze performance and customer feedback.- Continuously improve service quality by evaluating current processes and implementing data-backed enhancements.- Supporting the customer experience for techtron by delivering prompt, knowledgeable, and solution-focused service across all communication channels.- Implement customer compensation policies, product exchanges, or refunds as necessary.- Compile accurate reports and service performance statistics regularly.- Coordinate closely with supply chain, sales, and warehouse teams to ensure timely and accurate order processing.- Respond to escalated issues promptly and maintain professional communication standards.- Establish, document, and optimize customer service policies, SOPs, and service standards.- Maintain thorough records of all interactions, service activities, and resolutions in the CRM.- Prioritize workflow and ensure smooth operation of customer support channels.What We're Looking For:- Proven experience in customer service management or supervisory roles.- Strong familiarity with ChatGPT, CRM tools, cloud-based software, and productivity apps.- Comfortable with platforms like LinkedIn, live chat tools, and social media communication.- Excellent interpersonal, client-facing, and written communication skills.- Strong analytical and decision-making capabilities.- Ability to think strategically and lead a team effectively.- Tech-savvy, with a keen awareness of industry trends and customer service innovations.- High level of emotional intelligence, patience, and a solutions-oriented mindset. (ref:updazz.com)