Customer Service Manager

Bonito Designs; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Bonito Designs in Pune is seeking a Customer Service Manager to oversee daily operations and lead the customer support team. You will ensure timely resolutions, coordinate with design, sales and project teams, and monitor CSAT, response, and resolution times.

The role requires a Bachelor's degree and 2.5+ years in customer service management, with strong communication, problem-solving, and CRM/MS Office proficiency to drive service quality and consistency.

Qualifications

• Bachelor's degree required; 2.5+ years in customer service management.
• Strong communication and problem-solving abilities.
• Experience handling escalations and conflict resolution.
• Proficient 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

Excellent communication

Problem solving

Leadership

Conflict resolution

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.