Customer Service Manager

Bonito Designs; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Bonito Designs is seeking a Customer Service Manager to oversee daily operations, lead and mentor the support team, and ensure timely resolution of escalations. You will coordinate with design, sales and project teams to deliver smooth projects and monitor key service metrics.

The role requires strong communication, problem-solving skills and proficiency with CRM tools and MS Office. A bachelor's degree and at least 2.5 years in customer service management are needed.

Qualifications

• Bachelor's 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.

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

CRM tools

Education

Bachelor's degree

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.