Customer Service Manager

Bonito Designs; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Bonito Designs is seeking a Customer Service Manager to oversee daily operations and lead the support team in Dadri, Uttar Pradesh. You will manage escalations, ensure timely resolutions, and coordinate with design, sales, and project teams to ensure smooth project delivery.

The role requires handling service metrics, policy development, and reporting. Strong communication, problem solving, and CRM/MS Office skills are essential for delivering high-quality client experiences.

Qualifications

• Bachelor's degree required.
• Minimum 2.5 years of experience in customer service management.
• Excellent communication and problem-solving abilities.

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

Clear communication

Problem solving

Conflict resolution

CRM tools

MS Office

Team leadership

Education

Bachelor's degree

Tools

CRM software

MS Office

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.