Customer Service Manager

Bonito Designs; Kolkata District; On-site; INR 600,000 - 800,000; Full time

Job summary

Bonito Designs is seeking an experienced Customer Service Manager to oversee daily operations, lead and mentor the support team, and coordinate with design, sales and project teams to ensure smooth project delivery across India.

Responsibilities include monitoring metrics (response time, resolution time, CSAT), developing policies, collecting feedback, resolving escalations, and preparing performance reports for management review; emphasis on professional, consistent client communication.

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.

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

Team leadership

Communication

Problem solving

Conflict resolution

CRM tools

MS Office

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.