Customer Service Manager

Bonito Designs; Ghaziabad District; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Bonito Designs is seeking an experienced Customer Service Manager to oversee daily operations, lead and mentor the support team, and drive service excellence. You will coordinate with design, sales and project teams to ensure smooth delivery, monitor key metrics, and implement policies to improve quality.

You will also collect client feedback and report performance to management. The role requires excellent communication, conflict resolution skills, and proficiency with CRM tools and MS Office.

Qualifications

• Bachelor's degree required.
• 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.

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

Communication

Problem solving

Leadership

Conflict resolution

Team mentoring

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.