2,027 Customer Service Manager jobs in India

Company Overview:-

PSIPL offers a comprehensive range of smart, innovative facilities management solutions that target cost effective, sustainable results at our clients’ facilities and workplaces. Our offerings include technical solutions, soft services solutions, pest management solutions, security management, business support solutions and specialized services solutions delivered across a variety of sectors and clients. At PSIPL, we combine a large pool of trained resources and incisive industry expertise to meet the requirements of our clients, who are from diverse business sectors.

We at PSIPL are driven to provide our clients with compelling value-based solutions through our comprehensive services management approach and benchmarking to create workspaces built on our cherished principles of quality, trust and service excellence.

The ISO 9001:2015, OHSAS 18001:2007, EMS 14001:2015 and EnMS 50001:2011 certifications are a testament to our quest for quality, safety and environmental sustainability.

Vision of the organization:

To be the first choice in delivering excellence in integrated solutions & experiences

Values that we stand by:

• Continuous Improvement
• Entrepreneurial Spirit
• Respect For People
• Being Responsible and Accountable
• Team Work
• Business Ethics

Roles & Responsibilities:-

• Drive account conversions into flagship accounts.
• Establish and implement process standardization, including documentation and reporting mechanisms (G-R-G Standards).
• Develop and deploy key documentation like:
• Employee Data Management
• Monthly Management Review (MMR) Reports
• Minutes of Meeting (MoM) Standardization
• Best Practices & Initiative Documentation
• Internal Review & Governance Framework
• Client Reporting & Documentation Standardization
• Townhall Calendar Management
• Client Expectation Documentation
• Control Mechanism Implementation
• Foster a culture of safety assessments across sites through digitalized framework.
• Ensure timely updates and reporting within the Account CRM system. Training of CRM application across stakeholder group.
• Conduct site visits and client meetings to capture the Voice of Customer (VOC).
• Organize client workshops and develop solution-oriented documentation.
• Administer and analyze Customer Satisfaction (CSAT) surveys.
• Conduct process audits
• Lead or participate in customer experience (CXM) events and initiatives to enhance service quality and client satisfaction.

Key Skills:-

• Good Excel skills (pivot tables, formulas, charts, etc.).
• Experience with BI tools like Power BI, Tableau or similar is a plus
• Good understanding of customer metrics and service workflows.
• Analytical mindset with attention to detail.
• Effective communication and documentation skills.

• Lead, mentor, and manage a team of customer service representatives.
• Develop and implement customer service policies and procedures.
• Set performance standards and KPIs for the customer service team, and monitor performance against these metrics.
• Ensure timely and effective resolution of customer inquiries and complaints.
• Handle escalated customer issues with professionalism and efficiency.
• Train new hires and provide ongoing training and development opportunities for existing staff.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Implement strategies to enhance customer satisfaction and loyalty.
• Manage the customer service department's budget and resources.
• Collaborate with other departments to ensure a cohesive customer experience.
• Stay up-to-date with industry best practices and emerging customer service technologies.
• Develop and maintain positive relationships with customers.
• Create and deliver reports on team performance, customer satisfaction, and operational efficiency to senior management.
• Ensure compliance with all company policies and procedures.
• Foster a positive and supportive work environment for the customer service team.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or management role.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and customer service management tools.
• Ability to analyze data and generate actionable insights.
• Proficiency in Microsoft Office Suite.
• Strong problem-solving skills and the ability to make sound decisions.
• Experience in training and development programs for customer service staff.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Experience in (mention specific industry if relevant, e.g., e-commerce, SaaS, finance) is a plus.

Company Description

AllThingsBaby is dedicated to bringing top-rated products from renowned global brands to parents in India. Our goal is to continually expand our portfolio with essential, convenient, and high-quality products to meet the needs and satisfaction of parents. Our company culture values self-driven and team-oriented individuals who take ownership in their roles. Join us if you resonate with these values.

Role Description

This is a full-time on-site role for a Customer Service Manager located in Mumbai. The Customer Service Manager will be responsible for overseeing customer service operations, ensuring customer satisfaction, and providing outstanding support. Daily tasks include managing customer service staff, handling customer inquiries, resolving issues efficiently, and maintaining high service standards. The role involves analyzing customer feedback, implementing improvements, and ensuring a seamless customer experience.

Qualifications

• Customer Satisfaction, Customer Service Management, and Customer Support skills
• Strong Analytical and Communication skills
• Excellent problem-solving abilities and attention to detail
• Ability to lead and motivate a team
• Bachelor's degree in Business Administration, Marketing, or a related field
• Previous experience in a customer service leadership role is a plus
• Proficiency in using customer service software and tools

Company Overview:-

PSIPL offers a comprehensive range of smart, innovative facilities management solutions that target cost effective, sustainable results at our clients’ facilities and workplaces. Our offerings include technical solutions, soft services solutions, pest management solutions, security management, business support solutions and specialized services solutions delivered across a variety of sectors and clients. At PSIPL, we combine a large pool of trained resources and incisive industry expertise to meet the requirements of our clients, who are from diverse business sectors.

We at PSIPL are driven to provide our clients with compelling value-based solutions through our comprehensive services management approach and benchmarking to create workspaces built on our cherished principles of quality, trust and service excellence.

The ISO 9001:2015, OHSAS 18001:2007, EMS 14001:2015 and EnMS 50001:2011 certifications are a testament to our quest for quality, safety and environmental sustainability.

Vision of the organization:

To be the first choice in delivering excellence in integrated solutions & experiences

Values that we stand by:

• Continuous Improvement
• Entrepreneurial Spirit
• Respect For People
• Being Responsible and Accountable
• Team Work
• Business Ethics

Roles & Responsibilities:-

• Drive account conversions into flagship accounts.
• Establish and implement process standardization, including documentation and reporting mechanisms (G-R-G Standards).
• Develop and deploy key documentation like:
• Employee Data Management
• Monthly Management Review (MMR) Reports
• Minutes of Meeting (MoM) Standardization
• Best Practices & Initiative Documentation
• Internal Review & Governance Framework
• Client Reporting & Documentation Standardization
• Townhall Calendar Management
• Client Expectation Documentation
• Control Mechanism Implementation
• Foster a culture of safety assessments across sites through digitalized framework.
• Ensure timely updates and reporting within the Account CRM system. Training of CRM application across stakeholder group.
• Conduct site visits and client meetings to capture the Voice of Customer (VOC).
• Organize client workshops and develop solution-oriented documentation.
• Administer and analyze Customer Satisfaction (CSAT) surveys.
• Conduct process audits
• Lead or participate in customer experience (CXM) events and initiatives to enhance service quality and client satisfaction.

Key Skills:-

• Good Excel skills (pivot tables, formulas, charts, etc.).
• Experience with BI tools like Power BI, Tableau or similar is a plus
• Good understanding of customer metrics and service workflows.
• Analytical mindset with attention to detail.
• Effective communication and documentation skills.