Assistant Manager - Customer Service

Jyoti International Foods; Kalyani Nagar; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Jyoti International Foods in Maharashtra's Kalyani Nagar area is seeking an experienced Customer Service Manager to lead our client relations and service delivery. You will oversee a team of customer service representatives, ensure timely resolution of queries, and drive improvements in SLA adherence.

The role focuses on retention and growth of strategic accounts, data-driven process optimization, and building strong relationships with clients at all levels.

Qualifications

• 6-10 years of experience in Customer Service Management or related field.
• Proven track record of success in managing teams and driving operational excellence.
• Strong understanding of Client Relationship Management principles and practices.
• Excellent communication skills with ability to build strong relationships with clients at all levels.

Responsibilities

• Manage customer service operations to ensure timely resolution of customer queries and issues.
• Develop and implement effective strategies for client relationship management, focusing on retention and growth.
• Oversee SLA (Service Level Agreement) management, ensuring compliance with agreed-upon targets.
• Lead a team of customer service representatives, providing guidance, training, and coaching to improve performance.
• Analyze data to identify trends and areas for improvement in the customer service function.

Job description

Roles and Responsibilities

• Manage customer service operations to ensure timely resolution of customer queries and issues.
  
• Develop and implement effective strategies for client relationship management, focusing on retention and growth.
  
• Oversee SLA (Service Level Agreement) management, ensuring compliance with agreed-upon targets.
  
• Lead a team of customer service representatives, providing guidance, training, and coaching to improve performance.
  
• Analyze data to identify trends and areas for improvement in the customer service function.
  

Desired Candidate Profile

• 6-10 years of experience in Customer Service Management or related field.
  
• Proven track record of success in managing teams and driving operational excellence.
  
• Strong understanding of Client Relationship Management principles and practices.
  
• Excellent communication skills with ability to build strong relationships with clients at all levels.