Customer Service Manager

Dazzl Technologies; Bengaluru; Presencial; INR 700 000 - 1 100 000; Tempo integral

Resumo da oferta

Dazzl Technologies in Bengaluru, Karnataka, is looking for a Customer Service Manager to lead a team of 5–10 Customer Service Executives. You will own complex customer issues and escalations, ensuring timely responses and effective resolutions.

You will coach the team, monitor metrics such as response time and quality, and collaborate with Operations, Finance and Training to drive process improvements and customer satisfaction.

Qualificações

• 3–6 years of experience in Customer Service, CX or Operations.
• Prior experience managing a customer service team is mandatory.
• Excellent spoken and written English and good Hindi communication.
• Strong problem-solving and decision-making skills.
• Calm and confident when dealing with unhappy customers.
• High ownership — you follow through until the issue is solved.
• Comfortable working in a fast-paced environment.
• Experience with CRM software or customer support tools is a plus.

Responsabilidades

• Lead and support a team of 5–10 Customer Service Executives.
• Handle customer escalations and ensure they are resolved quickly.
• Ensure all calls and issues receive a timely response.
• Take ownership of issues from escalation to closure.
• Collaborate with Operations, Professionals, Finance and Training teams.
• Coach the team on handling difficult customer situations.
• Track metrics such as response time, resolution time, quality and productivity.
• Identify recurring issues and help improve processes.

Conhecimentos

Team leadership

Customer service

Escalation management

English communication

Ferramentas

CRM software

Descrição da oferta de emprego

The RoleWere looking for a Customer Service Manager to lead a team of 5–10 Customer Service Executives and ensure our customers receive quick, thoughtful and effective support.You’ll be the go-to person for complex customer issues and escalations, while also helping the team improve every day.

What You’ll Do

• Lead and support a team of 5–10 Customer Service Executives
• Handle customer escalations and ensure they are resolved quickly
• Make sure all customer calls and issues receive a timely response
• Take ownership of issues from escalation to closure
• Work closely with Operations, Professionals, Finance and Training teams
• Coach the team on handling difficult customer situations
• Track key metrics like response time, resolution time, quality and productivity
• Identify recurring issues and help improve processes

What We’re Looking For

• 3–6 years of experience in Customer Service, CX or Operations
• Prior experience managing a customer service team is mandatory
• Excellent spoken and written English and good Hindi communication
• Strong problem-solving and decision-making skills
• Calm and confident when dealing with unhappy customers
• High ownership — you follow through until the issue is solved
• Comfortable working in a fast-paced environment
• Experience with CRM or customer support tools is a plus

What Success Looks Like

Happy customers. A strong CS team. Faster resolutions. Fewer repeat issues.

If you enjoy solving problems, leading people and making the customer experience better, we’d love to hear from you.