4,262 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.

Manager – Customer Experience (Hotels)

We are seeking a dynamic and experienced Customer Experience Manager to lead the Hotel CX vertical at our call center. This role demands a deep understanding of the OTA space, strong vendor and team management capabilities, and a sharp focus on delivering superior customer outcomes. The ideal candidate will bring in operational rigor, be well-spoken, and thrive in a high-growth, high-performance environment.

Key Responsibilities:

Team Management:

• Lead and manage a team of customer service agents focused on hotel-related queries, complaints, and escalations.
• Drive daily performance metrics: TAT, FCR, CSAT, and VOC closure.

Customer Advocacy:

• Be the voice of the customer — identifying trends, pain points, and areas for improvement in the hotel booking journey.
• Own and resolve high-priority escalations, ensuring closure with empathy and clarity.

Vendor/Partner Management:

• Manage external call center vendors — including governance, reviews, performance scorecards, and calibration.
• Align with vendor training, QA, and workforce planning teams to maintain consistent service quality.

Process Excellence:

• Drive SOP adherence, audit readiness, and compliance across the hotel support vertical.
• Collaborate with internal product, operations, and finance teams to close loops and streamline customer journeys.

CX Initiatives & Insights:

• Launch CX improvement projects with measurable impact.
• Generate weekly/monthly insights for stakeholders; present data-backed recommendations.

Key Requirements:

• 8–10 years of experience in Customer Experience / Customer Support roles, preferably in OTAs or travel-tech firms
• Hands-on experience managing hotel-related support in a B2C setup
• Prior experience in managing call center vendors / BPOs
• Excellent communication skills — both verbal and written
• Strong analytical and problem-solving skills
• Ability to manage stakeholders across levels and functions
• Comfortable working in a fast-paced, data-driven environment

Why Join Us?

You’ll be at the frontlines of shaping the customer experience for thousands of hotel travelers, with the opportunity to influence product, policy, and process. Be part of a customer-first culture that values ownership, empathy, and innovation.

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.

We’re Hiring: Customer Service Manager (Bengaluru)
Experience Required : 8+ Years
Location : Bengaluru | Shift Timing: 10 AM – 7 PM
5 Days Working | Rotational Week Offs
Work from Office

Are you someone who thrives in fast-paced, high-impact environments? We’re looking for a Customer Service Manager who has a proven track record of managing large teams (35+ members) and driving results with empathy, efficiency, and excellence.

Minimum 8 years of experience in customer service, with at least 3 years leading large B2C or sales teams
Hands-on experience managing multiple sub-teams like Relationship Managers, Assistant Managers, and Team Leaders
Strong understanding of CRM systems, customer journey mapping, and service analytics
Excellent communication in English + any one regional language (Kannada, Tamil, or Telugu)
Graduate degree is mandatory
Strong leadership, coaching, and problem-solving skills