Customer Service Manager

University Living Accommodation; Sector 10; On-site; INR 650,000 - 950,000; Full time

Job summary

University Living Accommodation in India seeks an experienced Customer Support Team Lead to oversee service delivery for residents and prospective tenants across Sector 10, Uttar Pradesh. You will guide a team, ensure quality, and drive customer satisfaction in a fast-paced environment.

You will manage escalations, monitor performance metrics, coordinate with sales and operations, and continually seek improvements to the booking and housing experience for students and families.

Qualifications

• Proven experience in customer support or customer service, with team leadership.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage performance, escalations, and fast-paced environments.
• Customer-centric and empathetic approach.

Responsibilities

• Lead and manage the customer support team, guiding performance and quality.
• Oversee inquiries from prospective students and families, aiding bookings.
• Handle operations for existing residents, resolving lease and payment issues.
• Manage complex escalations with cross-team coordination.
• Address customer queries on services, policies, and procedures.
• Track KPIs, response times, resolution rates, and satisfaction metrics.
• Collaborate with sales and operations to streamline workflows and improve experiences.

Skills

Team Leadership

Customer Service

Communication

Performance Monitoring

Decision Making

Tools

CRM Software

Microsoft Office

Job description

Key Responsibilities:

Team Management & Leadership: Lead and manage the customer support team, providing guidance, monitoring performance, and ensuring team members meet service quality and productivity targets.

Pre-Sales Support: Oversee the team handling inquiries from prospective students and their families, providing information on accommodation options and facilitating a smooth booking process.

Post-Sales Assistance: Manage customer support operations for existing residents, ensuring timely resolution of issues related to leases, payments, and accommodation conditions.

Escalation Management: Handle complex and escalated customer issues, coordinate with relevant teams, and ensure timely and effective resolutions.

Customer Query Resolution: Ensure customer queries related to services, policies, and procedures are addressed accurately and efficiently, maintaining high standards of communication and customer satisfaction.

Performance Monitoring & Reporting: Track team KPIs, productivity, response times, resolution rates, and customer satisfaction metrics. Identify performance gaps and implement improvement measures.

Process Improvement & Coordination: Collaborate with sales, operations, and other internal teams to streamline workflows, address recurring customer concerns, and enhance the overall customer experience.

Requirements

1. Proven experience in customer support or customer service, preferably in a team-handling or team-leadership role.
2. Strong leadership, communication, and interpersonal skills.
3. Ability to manage team performance, handle escalations, and make effective decisions in a fast-paced environment.
4. Strong problem-solving skills with a customer-centric and empathetic approach.
5. Ability to manage multiple priorities, monitor performance metrics, and drive continuous improvement.
6. Proficiency in CRM software and Microsoft Office.