Customer Service Manager

Bonito Designs; New Delhi; Sur place; INR 900 000 - 1 300 000; Plein temps

Résumé du poste

Bonito Designs is seeking a Customer Service Manager to oversee daily operations in Delhi. You will lead, train, and mentor the support team, ensuring timely resolutions and professional client communication.

You will coordinate with design, sales, and project teams to deliver smooth projects, monitor metrics like CSAT and response times, and develop service policies to continually raise quality.

Qualifications

• Bachelor's 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.

Responsabilités

• 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.

Connaissances

Communication

Problem solving

Escalation handling

Conflict resolution

Formation

Bachelor's degree

Outils

CRM tools

MS Office

Description du poste

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.