Customer Service Manager

Bonito Designs; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Bonito Designs is seeking a capable Customer Service Manager to oversee daily operations, lead the support team, and coordinate with design, sales and project teams to ensure smooth delivery.

The role focuses on monitoring metrics, developing policies, collecting feedback, and preparing performance reports for management.

Qualifications

• Bachelor's degree required.
• Minimum 2.5 years of experience in customer service management.
• Excellent communication and problem-solving abilities.
• Experience handling escalations and conflict resolution.
• Proficiency in CRM tools and MS Office.

Responsibilities

• Manage and oversee daily customer service operations.
• Lead, train, and mentor the customer support team.
• Handle customer escalations and ensure timely resolution.
• Coordinate with design, sales, and project teams to ensure smooth project delivery.
• Monitor service metrics (response time, resolution time, CSAT).
• Develop and implement customer service policies and procedures.
• Collect and analyze customer feedback to improve service quality.
• Ensure consistent and professional communication with clients.
• Prepare service performance reports for management review.

Skills

People management

Communication

Problem solving

CRM tools

Education

Bachelor's degree

Tools

MS Office

CRM tools

Job description

Role & responsibilities

• Manage and oversee daily customer service operations.
  
• Lead, train, and mentor the customer support team.
  
• Handle customer escalations and ensure timely resolution.
  
• Coordinate with design, sales, and project teams to ensure smooth project delivery.
  
• Monitor service metrics (response time, resolution time, CSAT).
  
• Develop and implement customer service policies and procedures.
  
• Collect and analyze customer feedback to improve service quality.
  
• Ensure consistent and professional communication with clients.
  
• Prepare service performance reports for management review.

Preferred candidate profile

• Bachelors degree
  
• Minimum 2.5 years of experience in customer service management
  
• Excellent communication and problem-solving abilities.
  
• Experience handling customer escalations and conflict resolution.
  
• Proficiency in CRM tools and MS Office.