Customer Service Manager
Job Description:
We are looking for an experienced Customer Service Manager who will lead-direct & indirect supervisors and coordinators that provide customer services related to booking appointments, sales promotions, and communications. In this role, you will oversee the teams that optimize and monitor booking request received from customers and resolving their issues.
KEY ACCOUNTABILITIES:
- Improve customer experience, create engaged customers, and facilitate organic growth
- Manage and drive outsourced customer service team by supervising day-to-day operations
- Creating effective customer service end to end process, procedures, policies, and standards
- Maintaining accurate records and documenting all customer service activities and discussions
- Identify upselling opportunities to maintain and increase income streams
- Improve the operations with a data driven approach to achieve targets & implement programs to support customer needs
- Mange vendor relationship by setting up regular meetings & expectations
- Work with mangers with other departments to address customer complaints or concerns as needed
- Ensure timely resolution of issues raised by the customers and drive fast response times
- Manage multiple feedback channels such as – App Store, Play Store, & social media such as Facebook & Instagram and provide necessary guidelines to customer service team in order to improve the customer satisfaction
- Need to visit vendor location (Bangalore) on weekly basis to do operational reviews
- Other admin related duties apart from customer service will be assigned
MINIMUM QUALIFICATIONS
- Bachelor’s degree in a related field or equivalent experience
- Minimum six years of directly related work experience
- Other minimum qualifications may apply
Skills
- Proficiency in Microsoft Office and customer service software
- Excellent oral and written English & Hindi language communication skills. Ability to communicate in Kannada is an added advantage
- Excellent leadership and interpersonal skills
- Experience leading, advising, and making decisions on major customer service activities for a medium-small team with a medium-sized customer base
- People manager with experience in managing medium to large teams
- Experience in handling customer escalations, good at conflict resolution
- Detailed and thorough in work habits with multi-tasking ability
- Should be ready to work for 6 days a week with a week-off on Sunday
- Must be an animal lover if not a pet parent
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