Job Title: Customer Service Manager – Mumbai

The Customer Service Manager will be responsible for overseeing and improving customer support operations to enhance customer satisfaction, loyalty, and retention. This role involves managing a team of customer service representatives, optimizing service processes, handling escalations, and ensuring seamless customer interactions across multiple channels, including chat, email, and phone support.

Key Responsibilities:

Customer Service Operations:

* Develop and implement customer service strategies to enhance the overall customer experience.

* Oversee daily customer support operations, ensuring timely and effective resolution of customer inquiries and complaints.

* Monitor and improve customer service processes across all communication channels (email, chat, phone, and social media).

* Manage order-related issues, returns, refunds, and cancellations efficiently.

* Collaborate with logistics and fulfilment teams to resolve delivery-related concerns.

Team Management & Training:

* Recruit, train,



and mentor a team of customer service representatives.

* Set performance goals, conduct regular evaluations, and provide coaching to enhance team performance.

* Foster a customer-centric culture within the team.

Customer Satisfaction & Retention:

* Track and analyze customer feedback, complaints, and satisfaction scores (CSAT, NPS, etc.).

* Identify common pain points and work with relevant teams (product, logistics, and marketing) to improve the customer experience.

* Develop initiatives to improve customer engagement and loyalty.

Technology & Process Improvement:

* Leverage CRM tools and automation to enhance efficiency.

* Implement and refine ticketing systems for streamlined query resolution.

* Analyze key customer service metrics and generate reports for management.

Key Performance Indicators (KPIs):

* Customer Satisfaction Score (CSAT): Maintain a high satisfaction level.

* Net Promoter Score (NPS): Impro

📌 Hiring For Customer Service Manager In Mumbai
🏢 Lisa HR Consultancy
📍 Mumbai