Customer Service Manager

Building Doctor; Mayiladuthurai; On-site; INR 300,000 - 360,000; Full time

Job summary

Building Doctor in Mayiladuthurai is seeking a Customer Service Manager to be the calm, reliable voice for both customers and franchise partners. You will handle inquiries, schedule site visits, and guide customers from quotation to order, ensuring smooth service delivery.

With a minimum of five years in customer service, strong Tamil and English, and a willingness to base in Mayiladuthurai, you will coordinate with technical teams, manage records in the BDMS system, and help build local

Qualifications

• Minimum 5 years of experience in customer service.
• Fluent in Tamil (spoken and written) and good working knowledge of English.
• Strong phone and follow-up discipline.
• Basic computer skills: MS Excel, email, WhatsApp Business.
• Based in or willing to relocate to Mayiladuthurai.
• Patient, polite and able to handle upset customers calmly.

Responsibilities

• Handle customer enquiries via calls, WhatsApp, and walk-ins.
• Arrange free diagnostic site visits with the technical team.
• Follow up on quotations and convert enquiries into orders.
• Coordinate with Treatment and Project teams to meet dates.
• Resolve complaints with root-cause analysis and timely closure.
• Support franchise partners with orders, product availability, and escalations.
• Handle new franchise enquiries and pass leads to Franchise Development.
• Collect feedback and request Google reviews.
• Maintain records in the BDMS system daily.
• Share daily/weekly reports on enquiries, conversions, pending works.
• Build local relationships for repeat business and referrals.

Skills

Tamil language

English language

Phone etiquette

Follow-up discipline

MS Excel

Education

Graduate degree

Tools

CRM software

WhatsApp Business

Job description

Job Title: Customer Service Manager
Location: Mayiladuthurai, Tamil Nadu (Work from office)
Experience: Minimum 5 years
Salary: 3,00,000 3,60,000 per annum (Gross CTC)
Employment Type: Full-time, Permanent
Department: Customer Experience

About the Role

When a customer calls Building Doctor, they are usually worried. Water is leaking into their home, their walls are damp, or cracks are spreading. When a franchise partner calls, they need quick answers to keep their business running. As our Customer Service Manager in Mayiladuthurai, you will be the calm, reliable voice for both, turning every call into trust.

Key Responsibilities

1. Handle customer enquiries: Respond to calls, WhatsApp messages and walk-ins. Understand the customer's problem and guide them to the right next step.
2. Arrange site visits: Schedule free diagnostic site visits with the technical team and confirm them with the customer.
3. Follow up on quotations: Follow up with customers after a quotation is shared and help convert enquiries into confirmed orders.
4. Track treatment work: Coordinate with the Treatment and Project teams so work starts and finishes on the committed dates. Keep the customer updated at every stage.
5. Resolve complaints: Take ownership of every complaint, find the root cause with the concerned team, and close it within the agreed time.
6. Support franchise partners: Handle calls from existing franchise partners on orders, product availability, customer escalations and service issues. Resolve what you can, and route the rest to the right internal team (Franchise Development, Purchase, Product or Treatment) with a clear follow-up until it is closed.
7. Handle new franchise enquiries: Attend calls from people interested in taking a Building Doctor franchise. Capture their details (name, location, investment readiness, background), share basic information, and pass the lead to the Franchise Development team on the same day.
8. Collect feedback and reviews: Collect feedback after every completed job and request Google reviews from satisfied customers.
9. Maintain records: Update every enquiry, follow-up, complaint and franchise call in the company system (BDMS) on the same day.
10. Report daily and weekly: Share daily and weekly reports on enquiries, conversions, pending works, complaints and franchise calls with the reporting manager.
11. Build local relationships: Maintain good relationships with existing customers and franchise partners for repeat business and referrals.

What We Are Looking For

Must have

• Minimum 5 years of experience in customer service, customer support or client relationship roles
• Fluent in Tamil (spoken and written), as customers and partners in the region communicate mainly in Tamil
• Good working knowledge of English
• Strong phone and follow-up discipline
• Basic computer skills: MS Excel, email, WhatsApp Business
• Patient, polite and able to handle upset customers calmly
• Based in or willing to relocate to Mayiladuthurai

Good to have

• Experience in construction, building materials, paints, waterproofing, real estate or home services
• Experience handling dealers, distributors, channel partners or franchise partners
• Experience using a CRM or customer-tracking software
• Any graduate degree

Women candidates are strongly encouraged to apply.