Customer Service Manager

Staunch HR Services Private Limited; Mangaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Staunch HR Services Private Limited in Karnataka seeks a Customer Service Manager to lead the customer service department and ensure delivery of exceptional service, boosting satisfaction, loyalty, and retention. The role involves supervising daily operations, addressing inquiries, and maintaining records of customer interactions.

The candidate should be metrics-driven with strong leadership, analytical skills, and excellent communication abilities.

Qualifications

• 5+ years of customer service leadership experience.
• Proven ability to lead a team and manage daily operations.
• Excellent written and verbal communication skills.
• Experience with customer service metrics and KPIs.
• Ability to design and implement loyalty programs.

Responsibilities

• Supervise daily operations within the customer service team.
• Respond promptly to customer inquiries and issues.
• Maintain accurate records of customer interactions.
• Develop effective customer service procedures.
• Implement loyalty programs and set customer satisfaction goals.
• Monitor performance and provide insights to management.
• Identify automation requirements and drive improvements.

Skills

Team leadership

Interpersonal skills

Written and verbal communication

Analytical thinking

Decision making

Crisis management

Multi-tasking

Process improvement

Job description

We are seeking a dedicated Customer Service Manager to lead our customer service department in Karnataka. The primary goal of this role is to ensure the delivery of exceptional customer service while enhancing customer satisfaction, loyalty, and retention. The ideal candidate will have a proven track record in customer service, demonstrating strong leadership and interpersonal skills, along with excellent communication abilities, both written and verbal. Key responsibilities include supervising daily operations within the customer service team, responding promptly to customer inquiries and issues, and maintaining accurate records of all customer interactions. The Customer Service Manager will also be responsible for developing effective customer service procedures, implementing customer loyalty programs, and setting measurable customer satisfaction goals. The successful candidate will be metrics-driven, capable of monitoring performance and providing insights to management to ensure operational efficiency. They should possess a passion for setting futuristic goals and enhancing processes, including generating requirements for automation where applicable. Required skills for this position include effective team building, strong analytical capabilities, decision-making proficiency, crisis handling expertise, and the ability to multi-task and identify problems with clear action points.