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, qualified, 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.

· Follow up with respective teams to ensure work progresses as planned and deadlines are met.





· Drive accountability across stakeholders and ensure that open issues are resolved without unnecessary delays.

· Identify potential bottlenecks and coordinate with the relevant teams to develop solutions.

· Escalate critical issues to the appropriate management levels and ensure timely closure.

· Act as the bridge between the customer and internal teams to ensure alignment on expectations, priorities, and deliverables.

3. Delivery & Service Management

· Monitor the status of ongoing customer projects and ensure timely delivery against agreed schedules.

· Track project milestones, pending activities, dependencies, and customer approvals.

· Maintain visibility into turnaround times, service commitments, and delivery risks.

· Anticipate potential delays and initiate timely corrective actions in coordination with internal teams.

· Ensure that deliverables meet agreed quality standards and customer specifications.

· Maintain accurate records of customer communications, action items, escalations, and resolutions.

· Ensure proper handovers, documentation, and continuity of customer service.

4. Issue Resolution & Escalation Management

· Take ownership of customer complaints, service issues, and escalations until resolution.

· Understand the root cause of recurring issues and coordinate corrective and preventive actions.

· Manage difficult customer conversations professionally while maintaining a solution-oriented approach.

· Balance customer expectations with operational realities and communicate constraints clearly.

· Ensure that commitments made to customers are realistic, documented, and followed through.





· Work with internal teams to prevent the recurrence of issues and improve service reliability.

5. Reporting & Performance Monitoring

· Prepare regular customer status reports, service updates, and management reports.

· Track key performance indicators such as response time, issue resolution time, on-time delivery, customer feedback, and SLA adherence.

· Maintain trackers for open queries, pending deliverables, escalations, and action items.

· Identify recurring service challenges and recommend improvements to processes and communication.

· Participate in internal and customer review meetings and ensure timely closure of agreed actions.

6. Process Improvement & Customer Experience

· Identify opportunities to improve customer communication, coordination, responsiveness, and service delivery.

· Develop structured follow-up mechanisms to ensure that commitments and action items are not missed.

· Collaborate with internal teams to simplify workflows and improve operational efficiency.

· Promote a customer-first approach while ensuring adherence to company processes and quality standards.

· Support the implementation of standard operating procedures, reporting formats, and service management practices.

Preferred Candidate Profile

· 5–7 years of relevant experience in customer service, client servicing, account management, customer success, project coordination, or service delivery management.

· Candidates from publishing houses and publishing services companies will be preferred.

· Postgraduate qualification preferred.

· Preferably educated in an English-medium institution, with a strong academic background and a degree from a reputed college or university.

· Excellent spoken and written English, clear articulation, professional email-writing skills, and confidence in handling customer calls and meetings. The candidate should be able to communicate complex issues simply and professionally.

Location: Chennai

Interested candidates may send their CV to [email protected]

📌 Customer Experience Manager, Books – Publishing Services (Chennai)
🏢 Thomson Digital
📍 Chennai