Customer Service Manager

Jio-bp; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Jio is seeking a Customer Service Manager in Mumbai to lead end-to-end customer relationships and ensure service delivery excellence. You will act as the primary contact for customer inquiries, escalations, and service requests while coordinating with KAMs and cross-functional teams.

Responsibilities include conducting service reviews, MIS reporting, billing and receivable management, and driving customer engagement initiatives to sustain high satisfaction and loyalty.

Qualifications

• Experience 5–12 years in customer service or related roles.
• Graduation is mandatory; MBA preferred for leadership track.
• Strong communication and problem-solving skills.

Responsibilities

• Manage end-to-end customer relationships and ensure SLA compliance.
• Serve as primary contact for queries, escalations, and service requests.
• Coordinate with KAMs and cross-functional teams for service provisioning.
• Conduct regular customer visits, reviews, and MIS reporting.
• Resolve billing, network, and service issues including reconciliations.
• Drive collections, payments, disputes, and timely follow-ups on receivables.
• Monitor collection performance and flag risks or delays.

Skills

Customer Service

CRM

Stakeholder Management

Service Delivery

Debt Collection

Complaint & Escalation

MIS

Account Management

Education

Bachelor's degree

MBA preferred

Job description

About This Job

Jio

Location: Mumbai, Maharashtra, India
Work Mode: On-site
Industry: Telecommunications,IT Services and IT Consulting,Banking

Job Description

Jio is inviting application for the role Customer Service Manager

Requirement

Experience : 05-12 years

Education: Any Graduation (MBA preferred)

Job Description

Manage end-to-end customer relationships, ensuring exceptional service delivery and SLA compliance.Act as the primary point of contact for customer queries, escalations, service requests, and issue resolution.Coordinate with Key Account Managers (KAMs) and cross-functional teams for service provisioning, activations, account changes, and customer satisfaction.Conduct regular customer visits, service reviews, and provide MIS/service reports while driving customer engagement initiatives.Resolve billing, network, and service-related issues, including reconciliation and complaint management.Drive invoice submission, payment collections, dispute resolution, and ensure timely follow-up on outstanding receivables.Monitor collection performance, track payment commitments (PTPs), waivers, TDS postings, and raise timely alerts on risks or delays.Ensure compliance with organizational policies, legal regulations, and maintain high standards of customer experience and operational excellence.

Key Skill Sets:

Customer Service ManagementCustomer ExperienceCustomer Relationship Management (CRM)Complaint & Escalation ManagementStakeholder ManagementService Delivery ManagementCustomer Retention & LoyaltyDebt CollectionComplaint ManagementResolution ManagementMIS