Customer Service Manager

Bonito Designs; Greater Noida; On-site; INR 600,000 - 800,000; Full time

Job summary

Bonito Designs is seeking a Customer Service Manager to oversee daily operations in India. You will lead and mentor the support team, manage escalations, and ensure on-time resolution while coordinating with design, sales, and project teams to deliver quality outcomes.

The role requires a Bachelor's degree and 2.5+ years in customer service management, with strong communication, problem-solving, and conflict-resolution skills. Proficiency in CRM tools and MS Office is desired.

Qualifications

• Bachelor's degree
• 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

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

Leadership

Communication

Problem-solving

Conflict resolution

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.