Role: Service Manager/Customer Service Manager

Locations:
Chennai/Delhi

Experinec:
4-7 years

Key Responsibilities
- Own the overall strategy, performance, delivery, quality, and success metrics of the premium service team.
- Manage, mentor, and motivate a team of 50+ customer service and matchmaking professionals.
- Drive business performance, including P&L; ownership, operational outcomes, and revenue growth.
- Understand the needs of high-value and premium customer segments across different communities and markets.
- Design and improve personalized, empathetic, and premium customer experiences.
- Develop and execute strategies to achieve quarterly and annual sales targets.
- Lead value-based and volume-based selling initiatives through the team.
- Drive process improvements using data, analytics, and performance insights.
- Monitor and improve key operational metrics, including CSAT, AHT, quality scores, SLA adherence, shrinkage, and attrition.
- Identify and implement technology solutions to improve service quality, productivity, and operational efficiency.




- Build effective escalation-management processes to ensure timely and satisfactory resolution of customer concerns.
- Establish closed-loop feedback mechanisms to improve service delivery and customer experience.
- Plan and support team expansion while maintaining service quality and operational standards.
- Implement best practices in performance management, productivity tracking, coaching, and team development.
- Collaborate with cross-functional teams to achieve business, customer experience, and operational goals.

Required Qualifications and Skills
- Bachelor’s degree in any relevant discipline.
- 4–7 years of relevant experience in customer service, service operations, sales, account management, or a similar function.
- Proven experience managing large teams, preferably 50+ members.
- Experience in the internet, technology, e-commerce, consumer services, hospitality, luxury services, or related indust

📌 Customer Service Manager (Chennai)
🏢 Digivance Solutions
📍 Chennai