Customer Service Manager

Bonito Designs; Delhi; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Bonito Designs is seeking a customer service leader to oversee daily operations and mentor the support team in New Delhi. You will manage escalations, align with design and sales teams, and monitor performance metrics to ensure client satisfaction.

The role requires a Bachelor's degree and 2.5+ years in customer service management, with strong communication, problem-solving, and CRM/MS Office skills. A proactive, policy-driven approach will drive service excellence.

Qualifications

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

Communication

Problem-solving

Leadership

Education

Bachelor's degree

Tools

CRM tools

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.