53 Customer Service Manager jobs in Kolkata

About Us

Academy of Vedic Vidya, under
SkillEnable
, is a pioneer in providing courses in occult sciences such as
Vedic Numerology, Tarot Card Reading, and Astrology
. Through
100% live and interactive online classes
, we empower students to become independent practitioners and entrepreneurs. Our mission is simple yet powerful:
Educate, Enable, and Empower
students to transform their lives.

Role Overview

We are seeking a
Customer Relations Manager (Team Lead)
to oversee and lead our
post-admission service team
. In this role, you will design and implement strategies to enhance customer service quality, ensure compliance with educational standards, and foster a supportive learning environment. You will also act as the bridge between students, trainers, and internal departments.

Key Responsibilities

• Lead, mentor, and manage the customer service team to achieve academic and service goals.
• Ensure high-quality service delivery and monitor team performance.
• Moderate online classes, record sessions, and manage uploads.
• Share class links, resources, and study materials with students.
• Oversee trainer onboarding, scheduling, and coordination.
• Provide guidance, training, and motivation to team members.
• Address student grievances and ensure timely resolutions.
• Collaborate with internal departments for seamless operations.
• Conduct regular meetings and training sessions for team development.
• Resolve academic-related issues and conflicts effectively.
• Prepare and present reports on academic and team performance.

Requirements

• Bachelor's or Master's degree in any discipline.
• 2–4 years of experience in
  customer service or student relations
  .
• Strong leadership, communication, and interpersonal skills.
• Passion for student success and creating a positive learning environment.
• Prior
  EdTech leadership experience
  is an advantage.
• Ability to build rapport with students and trainers over calls and online platforms.
• Strong problem-solving and collaboration skills.
• Flexibility to work on weekends (with compensatory leave or pay).

• Manage and lead the day-to-day operations of the customer service department, ensuring efficient and effective service delivery.
• Supervise, train, coach, and motivate a team of customer service representatives to achieve performance goals.
• Develop and implement customer service policies, procedures, and standards to ensure consistent quality.
• Monitor customer interactions and feedback to identify areas for improvement and implement corrective actions.
• Analyze customer service data and key performance indicators (KPIs) to track team performance and identify trends.
• Manage customer escalations, ensuring timely and satisfactory resolution of complex issues.
• Collaborate with other departments (e.g., Sales, Marketing, Operations) to ensure a seamless customer experience.
• Utilize and optimize CRM systems to manage customer inquiries, track interactions, and improve efficiency.
• Develop training programs for new hires and ongoing professional development for the customer service team.
• Stay updated on industry trends and best practices in customer service and e-commerce.
• Contribute to the development of strategies aimed at enhancing customer loyalty and retention.
• Ensure the team adheres to all company policies and procedures.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4-6 years of experience in customer service management, preferably within the e-commerce industry.
• Proven experience in leading and developing customer service teams.
• In-depth knowledge of customer service best practices, metrics, and technologies (e.g., CRM software, helpdesk platforms).
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and implement data-driven strategies.
• Ability to manage multiple priorities and work effectively in a dynamic, hybrid environment.
• Proficiency in relevant software applications, including MS Office Suite.
• A passion for customer advocacy and delivering outstanding service.
• Experience with omnichannel support strategies is a plus.

Key Responsibilities:

Manage overall city-level operations and act as the single point of contact for POSM activities.

Oversee warehouse operations, including storage, handling, and maintenance of POSM materials.

Maintain accurate inventory records and conduct regular stock audits.

Plan and monitor timely dispatches to multiple locations within the city.

Coordinate with vendors, logistics partners, and internal teams to ensure smooth execution.

Prepare daily, weekly, and monthly MIS reports on stock, dispatches, and deliveries.

Ensure compliance with company policies, operational SOPs, and safety standards.

Key Skills & Competencies:

Strong knowledge of POSM material handling and city-level operations.

Expertise in warehouse management, inventory control, and dispatch planning.

Proficiency in MS Excel and warehouse management systems.

Excellent leadership, coordination, and problem-solving skills.

Ability to handle multiple projects under tight deadlines.

Job Types: Full-time, Permanent

Pay: ₹25, ₹35,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Work Location: In person

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Responsibilities :

Basic Qualifications :

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at .

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the in the Indian Armed Forces; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at .

Role : Functional Support Manager

Location: Haldia, Kolkata, West Bengal

Required Academics: Bachelor's degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred

Experience : 6+ years of experience in customer support or related roles.

Key Responsibilities:

1. Execution Leadership:

● Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention.

● Execute strategies to improve service delivery and resolution timelines.

● Ensure support activities are in line with broader business goals.

2. Client Engagement:

● Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery.

● Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements.

● Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests.

● Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency.

● Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization.

● Data Privacy & Security: Ensure adherence to the company's and client's data privacy and security policies.

3. Team Collaboration & Management:

● Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively.

● Allocate resources efficiently across the Customer Support Teams to meet project demands.

● Develop backup plans for each customer support team member to ensure seamless support continuity for customers

● Implement Rewards & Recognition to boost the employee performance & recognition

4. Performance Metrics:

● Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals.

● Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers

● Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines.

● Analyse and drive innovative strategies to continuously improve CSAT and NPS score.

5. Process Improvement & Technology Adoption:

● Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience.

● Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach.

● Identify potential risks in support engagements and develop mitigation plans.

● Implement & utilize technology tools, to effectively meet the needs of both the team and customers

Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc.,

6. Cross-Functional Collaboration & Reporting :

● Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement.

● Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled.

● Provide regular updates and metrics to management.

● Ensure compliance with data privacy and security.

7. Training & Development:

● Participate in regular training programs & Implement learnings to enhance self & team members' skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams

● Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling.

● Participate in initiatives for training and knowledge sharing to reduce ticket volumes.

Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements.

8. Technical Understanding / Skills required

● In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement.

● Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership.

● Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals.

● Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust.

● Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization.

● Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization.

● Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives.

● Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively.

● Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes.

● Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence.

● Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings.

● Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support

Send your CV to stating subject 'Applying for the post of Functional Support Manager'

Job Types: Full-time, Permanent

Pay: ₹600, ₹800,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person

• Managing a caseload of clients, conducting initial assessments, and developing personalized support strategies.
• Supervising, training, and mentoring a team of community support workers, fostering a positive and collaborative work environment.
• Liaising with external agencies, healthcare professionals, and local authorities to coordinate services and advocate for client needs.
• Developing and delivering training programs for staff and volunteers on relevant social care topics.
• Ensuring compliance with all legal and ethical guidelines, as well as organizational policies and procedures.
• Monitoring and evaluating the effectiveness of support programs, identifying areas for improvement, and implementing changes.
• Maintaining accurate and confidential client records and generating regular reports for senior management.
• Organizing and facilitating community outreach programs and events to raise awareness and engagement.
• Handling complex cases, providing crisis intervention, and offering emotional support to clients and their families.
• Contributing to the strategic development of the organization's social care services.

• A Bachelor's degree in Social Work, Psychology, Sociology, or a related field. A Master's degree is preferred.
• Minimum of 5 years of progressive experience in community or social care, with at least 2 years in a supervisory or management role.
• Proven experience in case management, client assessment, and care planning.
• Strong understanding of mental health, disability services, child protection, and elderly care.
• Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport with diverse populations.
• Demonstrated leadership capabilities, including team building, motivation, and conflict resolution.
• Proficiency in using case management software and standard office applications.
• Knowledge of local social services landscape in Kolkata and surrounding areas.
• Ability to work independently and as part of a team, with a flexible approach to working hours.
• A commitment to promoting independence, dignity, and well-being for all clients.