Customer Service Manager

Bonito Designs; Mumbai Suburban; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Bonito Designs is seeking a Customer Service Manager to oversee daily operations, mentor the support team, and ensure timely handling of escalations. The role involves coordinating with design, sales, and project teams to ensure smooth delivery and to monitor key service metrics such as response and resolution times, as well as CSAT.

You will develop policies and analyze feedback to elevate service quality.

Qualifications

• Bachelor's degree is required.
• Excellent communication and problem-solving abilities expected.
• Experience in customer service management is essential.

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

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.