Key Responsibilities
Operational Oversight: Monitor daily metrics (vehicle dispatch, delivery timelines, and pickup execution) and oversee critical queues like ECS cases and pending/invalid scans to ensure zero backlog.
Data-Driven Analysis: Conduct weekly and monthly deep-dive analyses on FIR (Customer Complaint), cancellation, quality issue, and city-wise performance reports to identify operational bottlenecks.
Escalation & Conflict Resolution: Act as the final point of escalation for high-priority concerns (CEO-level and consumer forum cases), identifying structural process gaps across Finance, Collections, and Operations to implement preventive solutions.
Team Leadership & Coaching: Analyze customer care performance reports to provide actionable feedback, maintain discipline, and step into frontline duties during high-demand periods.
Inter-Departmental Liaison: Serve as the primary bridge between Customer Support, Marketing, Tech, and Warehouse teams to resolve SKU/pricing discrepancies, CRM issues, and drive same-day resolution.

Requirements & Eligibility
Analytical Rigor: Proficiency in data analysis and reporting,



with the ability to turn raw operational data into actionable business insights.
Conflict Management: Proven experience in managing high-stakes escalations and consumer complaints focused on service recovery.
Cross-Functional Leadership: Demonstrated ability to coordinate seamlessly across diverse departments including Tech, Finance, and Warehouse operations.
Operational Discipline: Solid track record of tracking performance metrics and ensuring strict process adherence in a quick-paced setting.
Mindset: A proactive problem-solving approach aimed at identifying gaps and implementing preventive solutions.

Pay: Up to ₹50,000.00 per month

Ability to commute/relocate
Gurugram, Haryana (Gurugram): Reliably commute or planning to relocate before starting work (Required)

Application Question(s)
What was your last drawn Annual CTC?
How much are you expecting?
Are you an immediate joiner? If not what is your notice period?

Location
Gurugram, Haryana (Gurugram) (Preferred)

Work Location: In person

📌 Customer Service Manager Csm Gurugram (India)
🏢 Rentickle
📍 India