Customer Service Manager

Bonito Designs; Faridabad District; Sur place; INR 600 000 - 1 000 000; Plein temps

Résumé du poste

Bonito Designs is seeking a Customer Service Manager to lead daily operations, mentor the team, and handle escalations to ensure timely resolutions.

You will coordinate with design, sales and project teams to maintain smooth project delivery and monitor CS metrics to drive improvements in CSAT and overall service quality.

Strong communication, problem-solving abilities, and proficiency in CRM tools and MS Office are essential for success in this role.

Qualifications

• Bachelor's degree required.
• 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.

Responsabilités

• 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.

Connaissances

Excellent communication

Problem-solving

Conflict resolution

Formation

Bachelor's degree

Outils

CRM tools

MS Office

Description du poste

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.