Customer Service Manager (CSM)

We are seeking a dedicated and experienced Customer Service Manager with 3 years of proven expertise in handling customer queries, managing support teams, and ensuring high levels of customer satisfaction. The ideal candidate will be responsible for streamlining customer support operations, developing support strategies, and leading a team to deliver exceptional service experiences.

Key Responsibilities:

• Supervise and lead the customer service team to meet performance goals and SLAs.
• Handle escalated customer complaints and provide appropriate solutions in a timely manner.
• Monitor customer service metrics and implement continuous improvement plans.
• Train, coach, and mentor customer service representatives for better performance.
• Coordinate with other departments (Sales, Operations, Product, etc.) to resolve customer issues.
• Maintain updated knowledge of company products/services to ensure accurate support.
• Generate weekly/monthly reports on team performance and customer satisfaction.
• Implement feedback mechanisms and gather customer insights to drive improvements.

Requirements:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Minimum of 3 years’ experience in customer service or client-facing roles, including at least 1 year in a supervisory role.
• Excellent communication, leadership, and conflict-resolution skills.
• Strong knowledge of customer service software, CRMs (e.g., Salesforce, Zendesk), and ticketing systems.
• Ability to multitask and work well under pressure in a fast-paced environment.
• Analytical mindset with attention to detail and strong problem-solving skills.

Preferred Skills:

• Experience in B2B/B2C customer service environment.

Job Type: Full-time

Pay: ₹14,737.88 - ₹50,253.96 per month

Schedule:

• Day shift
• Morning shift

Work Location: In person