Manager, Customer Service

We are seeking an accomplished Customer Service Manager to lead our dynamic support team and champion an outstanding customer experience. In this pivotal role, you will spearhead initiatives to elevate Net Promoter Score (NPS) and Customer Satisfaction (CSAT) while ensuring swift resolution of escalations. If you are passionate about coaching high-performing teams and driving continuous service improvements, we would love to hear from you.

Responsibilities:

1. Lead, mentor, and develop a team of customer service professionals, fostering a culture of accountability, collaboration, and growth.
2. Design and implement strategies to improve NPS and CSAT, leveraging customer insights to drive continuous enhancement of service quality.
3. Oversee and manage customer escalations, ensuring timely investigation, resolution, and communication with stakeholders.
4. Establish and monitor key performance indicators (KPIs), preparing regular reports on team performance, trend analysis, and root-cause findings.
5. Collaborate cross-functionally with Product, Sales, and Operations to champion the voice of the customer and influence product or process improvements.
6. Develop and refine customer service policies, procedures, and workflows to optimize efficiency and consistency.
7. Ensure compliance with organizational standards, industry regulations, and data privacy requirements.
8. Manage staffing, scheduling, and resource allocation to meet service-level agreements (SLAs) and seasonal demand fluctuations.
9.



Drive adoption of best-in-class tools and technologies to automate workflows and enhance self-service capabilities.
10. Lead customer service training programs, coaching sessions, and performance reviews to foster continuous learning and professional development.

Requirements:

1. Bachelor’s degree in Business, Communications, or a related field (or equivalent work experience).
2. Minimum 8 years of progressive experience in customer service, including at least 3 years in a leadership or managerial capacity.
3. Demonstrated success in improving NPS, CSAT, or similar customer experience metrics.
4. Proven expertise in handling customer escalations and complex problem resolution.
5. Strong people-management skills with experience in coaching, performance management, and talent development.
6. Data-driven mindset with proficiency in analyzing service metrics and generating actionable insights.
7. Excellent communication, interpersonal, and stakeholder management skills.
8. Proficient with customer service platforms (e.g., Zendesk, Salesforce Service Cloud) and Microsoft Office or Google Workspace.
9. Ability to thrive in a fast-paced, high-growth setting with strong organizational and prioritization skills.

Nice to Have:

1. Experience deploying AI-driven or automation solutions in a customer service environment.
2. Certification in Customer Experience (CX) or Project Management (e.g., CXPA, PMP, Six Sigma).
3. Exposure to omnichannel support models, including social media, chat, and self-service portals.
4. Familiarity with ITIL or similar service management frameworks.
5. Multilingual proficiency to support global customer bases.

📌 Manager Customer Service (Gurugram)
🏢 Canara HSBC
📍 Gurugram