Hiring For Customer Service Manager In Mumbai
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Customer Service Manager Mumbai
The Customer Service Manager will be responsible for overseeing and improving customer support operations to enhance customer satisfaction loyalty and retention. This role involves managing a team of customer service representatives optimizing service processes handling escalations and ensuring seamless customer interactions across multiple channels including chat email and phone support.
Key Responsibilities:
Customer Service Operations:
* Develop and implement customer service strategies to enhance the overall customer experience.
* Oversee daily customer support operations ensuring timely and effective resolution of customer inquiries and complaints.
* Monitor and improve customer service processes across all communication channels (email chat phone and social media).
* Manage order-related issues returns refunds and cancellations efficiently.
* Collaborate with logistics and fulfilment teams to resolve delivery-related concerns.
Team Management & Training:
* Recruit train and mentor a team of customer service representatives.
* Set performance goals conduct regular evaluations and provide coaching to enhance team performance.
* Foster a customer-centric culture within the team.
Customer Satisfaction & Retention:
* Track and analyze customer feedback complaints and satisfaction scores (CSAT NPS etc.).
* Identify common pain points and work with relevant teams (product logistics and marketing) to improve the customer experience.
* Develop initiatives to improve customer engagement and loyalty.
Technology & Process Improvement:
* Leverage CRM tools and automation to enhance efficiency.
* Implement and refine ticketing systems for streamlined query resolution.
* Analyze key customer service metrics and generate reports for management.
Key Performance Indicators (KPIs):
* Customer Satisfaction Score (CSAT): Maintain a high satisfaction level.
* Net Promoter Score (NPS): Improve brand loyalty and advocacy.
* First Response Time (FRT): Reduce the time taken to respond to customer queries.
* Resolution Time: Minimize time to resolve customer complaints.
* Customer Retention Rate: Improve repeat purchase behavior.
Key Skills: Target Industry: Ecommerce Retail
Mandatory :
* Familiarity with Omni channel customer support.
* 5 years of experience in customer service with at least 2 years in a managerial role (preferably in e-commerce or retail).
* Strong leadership and team management skills.
* Proficiency in CRM tools.
Gender: Open
Experience: 5 years
Job Location: Matunga East Mumbai
Working Days: 6 days (10.30 am to 7.30 pm)
Qualification: Bachelors degree in Business Administration Customer Service or a related field.
Notice Period: Immediate to 30 day
Relocation candidates: No
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
