Company – Thomson Digital
Experience – 5-7 Years
Location - Chennai

Role Overview

Thomson Digital is looking for a proactive, customer-focused Customer Service Manager – Books to be based in Chennai. The role involves managing customer relationships, understanding client requirements, coordinating with multiple internal departments, and ensuring that customer expectations are met in terms of quality, turnaround time, and service delivery.
The candidate will serve as a key link between customers and internal teams, taking ownership of customer queries, project updates, escalations, and delivery commitments. The role requires excellent communication skills, strong stakeholder management capabilities, a service-oriented mindset, and the ability to drive results through effective coordination.
Candidates with experience in publishing or publishing services will be preferred.

Key Responsibilities

1. Customer Relationship Management
· Serve as the primary point of contact for assigned customers and build strong, skilled, and long-term relationships.




· Understand customer requirements, expectations, priorities, and service-level commitments.
· Maintain regular communication with customers through emails, calls, meetings, and periodic status updates.
· Ensure customer queries and requests are acknowledged, tracked, and resolved within agreed timelines.
· Proactively communicate project progress, potential delays, risks, and corrective actions.
· Gather customer feedback, understand concerns, and work towards improving customer satisfaction.
· Build customer confidence through timely responses, transparency, accountability, and consistent follow-through.

2. Internal Coordination & Stakeholder Management
· Coordinate with internal departments, including book production, editorial, composition, quality assurance, project management, and other relevant teams.
· Translate customer requirements into clear internal instructions, priorities, and actionable deliverables.
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📌 Customer Experience Manager, Books – Publishing Services (Chennai)
🏢 Thomson Digital
📍 Chennai