14 Customer Service Manager jobs in Nagpur

To ensure seamless onboarding of leads from digital platforms (primarily Instagram), build strong client relationships, and actively convert inquiries into paying customers by aligning with the vision and values of Astro Vistaar.

Lead Handling (Daily Priority)

• Monitor all incoming messages, DMs, and comments on Instagram and other social platforms linked to running ads.
• Respond within 10–15 minutes during peak hours with clear, empathetic, and product-aware communication.
• Use pre-approved messaging templates and personalize where needed.
• Maintain a polite, wise-yet-warm tone aligned with Astro Vistaar’s brand voice.

Lead Qualification & Tagging

• Classify each lead based on interest: Courses, Spells, Products, or Consultations.
• Use internal CRM or tracking system (e.g. spreadsheet/Notion/WhatsApp tags) to log details: Name, Interest, Budget, Timeline, Follow-up Date.
• Disqualify politely if a lead is clearly misaligned.

Conversion Strategy

• Share the right offering link/post/resource based on their expressed need.
• Suggest the best-fit product or session if the client seems confused.
• Upsell or cross-sell where meaningful.
• Nudge undecided leads through testimonials, limited offers, and behind-the-scenes insights.

Customer Onboarding

• For every successful conversion, guide the client clearly through:
• Payment confirmation
• Product/course access instructions
• Follow-up timelines (e.g., when to expect delivery or session booking)
• Confirm all onboarding steps are understood by the client.

Client Relationship Management

• Check in after delivery/service (in 3–5 days).
• Maintain a warm connect through occasional festival wishes, check-ins, or value-adds.
• Escalate any dissatisfaction or refund request immediately to the co-founders.

Collaboration & Strategy Input

• Share weekly insights on what leads are asking, common objections, and what’s working.
• Suggest content or campaign ideas to improve conversions or address objections.
• Coordinate with marketing/design when templates or creatives are needed.

Reporting

• Daily tracker update before EOD:
• Number of leads received
• Number converted
• Hot/warm/cold classification
• Issues/escalations if any

• Empathy without over-promising
• A balance of professionalism and spiritual insight
• Quick learner of our offerings and inner process
• Reliable, accountable, and proactive

• Instagram (DMs, comments, story replies)
• WhatsApp Business
• Notion/Google Sheet for tracking (or CRM, if introduced)
• Canva (basic familiarity is a plus)
• Payment gateways (Razorpay, GPay, etc.)

• Response time average
• Conversion rate from inbound leads
• Client satisfaction (based on feedback or repeat purchase)
• Contribution to strategy or campaign improvement

• Lead, manage, and mentor a team of community support workers, providing guidance, training, and performance supervision.
• Develop and implement comprehensive support programs and services tailored to meet the needs of the community.
• Oversee the day-to-day operations of community support initiatives, ensuring efficient resource allocation and service delivery.
• Establish and maintain strong collaborative relationships with local government agencies, healthcare providers, educational institutions, and other community organizations.
• Conduct needs assessments within the community to identify emerging issues and develop appropriate intervention strategies.
• Ensure adherence to ethical guidelines, organizational policies, and relevant legal frameworks in all support activities.
• Monitor and evaluate the effectiveness of support programs, collecting data and preparing reports on outcomes and impact.
• Manage budgets for community support services, ensuring responsible financial stewardship.
• Act as a primary point of contact for community members seeking assistance and provide direct support or referrals as necessary.
• Advocate for the needs of the community and contribute to policy development at local and regional levels.
• Organize community outreach events and awareness campaigns to promote available services.

• Master's degree in Social Work, Sociology, Community Development, Psychology, or a related field.
• Minimum of 5 years of experience in community services, social work, or a related field, with at least 2 years in a supervisory or management role.
• Demonstrated experience in program development, implementation, and evaluation.
• Strong understanding of social issues, community dynamics, and available resources.
• Excellent leadership, team management, and motivational skills.
• Proficiency in case management, needs assessment, and crisis intervention techniques.
• Exceptional interpersonal, communication, and conflict resolution skills.
• Ability to build and maintain effective working relationships with diverse stakeholders.
• Proficiency in relevant software for reporting and data management.
• Commitment to social justice and a passion for empowering vulnerable populations.
• Willingness to engage in hybrid work, balancing remote responsibilities with essential on-site presence in Nagpur, Maharashtra, IN .

• Lead, train, and mentor a team of remote community support specialists.
• Develop and implement comprehensive support strategies and processes to ensure high-quality service.
• Oversee daily operations, manage workload distribution, and ensure timely resolution of inquiries and issues.
• Monitor key performance indicators (KPIs) for the support team and identify areas for improvement.
• Develop and update support documentation, FAQs, and knowledge base articles.
• Handle escalated customer issues and complaints with professionalism and empathy.
• Collaborate with other departments to address community feedback and improve product/service offerings.
• Foster a positive and collaborative team culture within the remote environment.
• Stay informed about community needs, trends, and best practices in social care and support.
• Ensure compliance with relevant policies and procedures.

• Bachelor's degree in Social Work, Psychology, Business Administration, or a related field.
• Minimum of 5 years of experience in community management, customer support, or social care roles.
• Minimum of 2 years of experience in a leadership or management role, preferably managing remote teams.
• Exceptional interpersonal, communication, and conflict-resolution skills.
• Strong organizational and time-management abilities.
• Proficiency in using CRM software and support ticketing systems.
• Ability to remain calm and effective under pressure.
• Demonstrated empathy and a genuine desire to help others.
• Experience working in a fully remote setting and managing distributed teams.

• Lead, train, mentor, and manage a team of customer support representatives to deliver outstanding service.
• Develop and implement customer service policies, procedures, and best practices to optimize the customer experience.
• Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), average handling time (AHT), and first contact resolution (FCR).
• Analyze customer feedback and support data to identify trends, areas for improvement, and implement proactive solutions.
• Manage escalated customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
• Collaborate with other departments (e.g., Sales, Product, Operations) to address customer concerns and improve overall service delivery.
• Develop and conduct training programs for new hires and existing staff to enhance product knowledge and service skills.
• Ensure efficient scheduling and resource allocation to meet service level agreements (SLAs).
• Identify opportunities for service automation and technology adoption to improve efficiency and customer experience.
• Manage the customer support budget and ensure cost-effective operations.
• Stay informed about industry best practices and emerging trends in customer service and support management.
• Foster a positive and supportive team environment that encourages collaboration and continuous learning.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service or support roles, with at least 2-3 years in a management or supervisory capacity.
• Demonstrated experience in managing and motivating customer support teams.
• Strong understanding of customer service principles, KPIs, and metrics.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in using CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional communication, interpersonal, and leadership skills.
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Experience in the e-commerce or retail industry is a significant advantage.
• A customer-centric mindset with a passion for delivering exceptional service.

• Lead and manage a team of community support workers, providing guidance and supervision.
• Develop, implement, and monitor individualized support plans for clients.
• Conduct client assessments to identify needs and appropriate service interventions.
• Coordinate care services with healthcare providers, social services, and other relevant agencies.
• Ensure compliance with all legal, ethical, and organizational standards.
• Manage program activities, including scheduling, resource allocation, and record-keeping.
• Provide training and professional development opportunities for staff.
• Handle client and family concerns with empathy and provide effective resolutions.
• Oversee quality assurance processes to maintain high service standards.
• Contribute to the development and evaluation of community support programs.

• Bachelor's degree in Social Work, Psychology, Sociology, or a related human services field.
• Proven experience in community services, social work, or a related field, with supervisory experience.
• In-depth knowledge of social care principles, client advocacy, and case management.
• Strong leadership, communication, and interpersonal skills.
• Ability to develop and implement effective support strategies.
• Experience in crisis intervention and de-escalation techniques.
• Proficiency in relevant case management software and record-keeping.
• Understanding of relevant legislation and ethical guidelines.
• Demonstrated commitment to person-centered care and client empowerment.

• Lead and supervise a team of community support workers.
• Develop, implement, and monitor client support plans.
• Conduct needs assessments and provide case management services.
• Ensure compliance with all relevant regulations and ethical standards.
• Liaise with external agencies and stakeholders to facilitate comprehensive support.
• Manage program budgets and resources effectively.
• Provide training and professional development opportunities for staff.
• Respond to and manage crisis situations with professionalism and empathy.
• Contribute to the development and improvement of community care programs.

• Master's degree in Social Work, Psychology, Public Health, or a related field.
• Minimum of 5-7 years of experience in social work, community support, or a related field, with supervisory experience.
• Strong knowledge of social care systems and best practices.
• Excellent leadership, interpersonal, and communication skills.
• Proficiency in case management software and electronic health records.
• Demonstrated ability to manage complex cases and crisis intervention.
• Empathy, patience, and a strong commitment to social justice.
• Ability to work autonomously in a remote setting and manage a distributed team.

• Lead and manage a team of community support workers, providing supervision, training, and performance evaluations.
• Develop, implement, and manage comprehensive community support programs and services tailored to identified needs.
• Oversee the day-to-day operations of community outreach initiatives and support services.
• Build and maintain strong relationships with local community groups, government agencies, and other stakeholders.
• Ensure the effective delivery of services, adhering to organizational goals and ethical standards.
• Manage program budgets, monitor expenditures, and report on financial performance.
• Conduct needs assessments within the community to identify gaps in services and opportunities for program expansion.
• Develop and implement strategies for volunteer recruitment, training, and management.
• Ensure compliance with all relevant regulations, policies, and procedures.
• Collect and analyze data to evaluate program effectiveness and impact, preparing regular reports.
• Serve as a primary point of contact for community inquiries and escalations.
• Advocate for the needs of the community members served by the organization.
• Contribute to the strategic planning and development of the organization.

• Bachelor's degree in Social Work, Psychology, Public Health, or a related human services field. A Master's degree is preferred.
• Minimum of 5 years of experience in community development, social services, or program management, with at least 2 years in a supervisory role.
• Proven experience in program design, implementation, and evaluation.
• Strong understanding of community needs assessment methodologies and social service delivery models.
• Excellent leadership, team management, and interpersonal skills.
• Proficiency in budgeting, financial management, and grant reporting.
• Exceptional communication, presentation, and stakeholder engagement skills.
• Demonstrated ability to work effectively with diverse populations and build collaborative relationships.
• Strong problem-solving and crisis management abilities.
• Knowledge of local social service resources and networks.
• Commitment to the mission and values of the organization.
• Proficiency in relevant software, including MS Office and case management systems.