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 Improve brand loyalty and advocacy First Response Time FRT Reduce the time taken to respond to customer queries Resolution Time Minimize time to resolve customer complaints Customer Retention Rate Improve repeat purchase behavior Key Skills Target Industry Ecommerce Retail Mandatory Familiarity with Omni channel customer support 5 years of experience in customer service with at least 2 years in a managerial role preferably in e-commerce or retail Strong leadership and team management skills Proficiency in CRM tools Gender Open Experience 5 years Job Location Matunga East Mumbai Working Days 6 days 10 30 am to 7 30 pm Qualification Bachelor s degree in Business Administration Customer Service or a related field Notice Period Immediate to 30 day Relocation candidates No About Morpheus Consulting Morpheus Consulting understands the dynamics attached to talent acquisition relationship management and the required service levels within the regional industry Our heritage is now our main strength as we continue to work within our core markets to deliver key account management and solid contingency recruitment practices to our clients and candidates Recruitment is a people-focused business - our success and growth are reliant upon our people Our team of 130 consultants based in Middle east Asia and Africa offer a blend of international recruitment experience coupled with a platform of local market and industry knowledge Morpheus Consulting has its presence since 2007 and has established itself as a reputed recruitment specialist in its industry With footprints in Asia Africa and the Middle East we offer professional and bespoke contingency and retained search services across a variety of industrial sectors This vast experience industry expertise and knowledge enables our consultants to identify and present the highest quality candidates to our clients in line with their business objectives and culture We have built our brand by investing in people whether it is our own consultants candidates or clients This core value is central to our success which underpins everything we do and in return has translated into a successful and established Morpheus Consulting brand that our clients and candidates can trust Job Type Full-time Pay From 400 000 00 per year Schedule Day shift Work Location In person Speak with the employer 91 (phone hidden)