Customer Support Manager

Muhavra Enterprises Private Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Muhavra Enterprises Private Limited is seeking a Customer Service Manager in Andheri West, Mumbai, to lead and elevate our premium customer experience across all touchpoints.

You will manage a team, set service standards, and drive efficiencies while keeping a sharp focus on brand positioning and customer delight.

Qualifications

• Bachelor’s degree in Business, Hospitality, or related field (Master’s preferred).
• 5+ years of customer service experience, with at least 2 years in a managerial role — preferably in F&B, hospitality, or premium retail.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to handle high‑pressure situations with professionalism and empathy.
• Experience with CRM tools, ticketing systems, and customer feedback analytics.
• Passion for coffee and understanding of premium brand positioning is a plus.

Responsibilities

• Oversee all customer service operations across email, chat, phone, and social media.
• Set and monitor service level standards to ensure timely, accurate, and empathetic responses.
• Train, and mentor a team of customer service executives.
• Manage and resolve escalated customer issues promptly while maintaining brand reputation.
• Develop and refine processes to improve efficiency, consistency, and customer satisfaction.
• Monitor KPIs (response time, resolution time, NPS, CSAT, etc.) and prepare periodic reports for leadership.
• Implement technology and tools to enhance customer service capabilities.
• Maintain deep product knowledge to advise customers with confidence.
• Turn service interactions into opportunities for upselling, cross-selling, and building brand loyalty.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

CRM tools

Ticketing systems

Customer feedback analytics

High-pressure handling

Education

Bachelor's degree in Business/Hospitality/related field

Master's degree preferred

Tools

CRM tools

Ticketing systems

Customer feedback analytics

Job description

Job Title: Customer Service Manager Location: Andheri West,Mumbai

Role Overview

The Customer Service Manager will lead ourcustomer support function, ensuring every customer interaction reflects ourpremium brand values. This role combines strategic leadership with hands‑on problem-solving, with the goal of delivering outstanding service across alltouchpoints.

Key Responsibilities

• Oversee all customer service operations across email,chat, phone, and social media.
• Set and monitor service level standards to ensuretimely, accurate, and empathetic responses.
• Train, and mentor a team of customer serviceexecutives.
• Manage and resolve escalated customer issues promptlywhile maintaining brand reputation.
• Develop and refine processes to improve efficiency,consistency, and customer satisfaction.
• Monitor KPIs (response time, resolution time, NPS,CSAT, etc.) and prepare periodic reports for leadership.
• Implement technology and tools to enhance customerservice capabilities.
• Maintain deep product knowledge to advise customerswith confidence.
• Turn service interactions into opportunities forupselling, cross-selling, and building brand loyalty.

Requirements

• Bachelor’s degree in Business, Hospitality, or relatedfield (Master’s preferred).
• 5+ years of customer service experience, with at least2 years in a managerial role — preferably in F&B, hospitality, or premiumretail.
• Strong leadership, communication, and interpersonalskills.
• Proven ability to handle high‑pressure situations with professionalism and empathy.
• Experience with CRM tools, ticketing systems, andcustomer feedback analytics.
• Passion for coffee and understanding of premium brandpositioning is a plus.