Customer Service Manager

Bonito Designs; Navi Mumbai; On-site; INR 700,000 - 900,000; Full time

Job summary

Bonito Designs seeks a Customer Service Manager to oversee daily operations, lead and mentor the support team, and ensure timely escalation resolution. You will coordinate with design, sales and project teams to drive smooth delivery, monitor CS metrics, and implement policies for quality service.

Strong communication and CRM/MS Office skills are essential. This role requires a Bachelor's degree and 2.5+ years in customer service management, with a focus on resolving issues and maintaining

Qualifications

• Bachelor's degree required.
• 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

CRM tools

MS Office

Communication

Problem-solving

Conflict resolution

Education

Bachelors 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.