Job Description – Customer Service Manager

Company: Building Doctor
Department: Customer Experience
Location: Mayiladuthurai, Tamil Nadu
Work Mode: Work from Office
Employment Type: Full-Time, Permanent
Experience: Minimum 5 Years
Annual CTC: ₹3,00,000 – ₹3,60,000 (Gross per annum)

Note: The final salary will depend on the candidate’s profile, relevant experience, skill set, and suitability for the role.

About Building Doctor

Building Doctor provides solutions for building maintenance and repair issues, including water leakage, dampness, wall cracks, and related problems. The company works with customers and franchise partners to deliver reliable services and effective solutions.

About the Role

We are looking for an experienced and customer-focused Customer Service Manager to manage customer enquiries, coordinate site visits, follow up on quotations, resolve complaints, and support franchise partners. The ideal candidate should have excellent communication skills, strong follow-up discipline, and the ability to coordinate with multiple teams to ensure timely service delivery and high customer satisfaction.

Key Responsibilities

Customer Service & Relationship Management

- Handle customer enquiries through phone calls, WhatsApp, and walk-ins.
- Understand customer concerns and guide them towards appropriate solutions.
- Coordinate free diagnostic site visits with the technical team.
- Follow up on quotations and support enquiry-to-order conversion.
- Track job progress and keep customers informed about service status.
- Handle customer complaints, coordinate resolutions, and ensure timely closure.




- Collect customer feedback and Google reviews after service completion.

Franchise Partner Support

- Assist franchise partners with orders, product availability, service issues, and customer escalations.
- Coordinate with internal teams to resolve partner concerns promptly.
- Handle new franchise enquiries, collect relevant details, and forward qualified leads to the Franchise Development team on the same day.

Documentation & Reporting

- Record all enquiries, follow-ups, complaints, and franchise interactions in the BDMS system on the same day.
- Prepare daily and weekly reports on enquiries, conversions, pending jobs, complaints, and franchise support.
- Maintain accurate customer records and ensure consistent follow-up.
- Build robust customer relationships to encourage repeat business and referrals.

Required Skills & Qualifications

- Minimum 5 years of experience in customer service, customer support, client relationship management, or a similar role.
- Excellent Tamil communication skills, both spoken and written.
- Good working knowledge of English.
- Strong telephone etiquette, follow-up discipline, and problem-solving abilities.
- Ability to handle customer complaints patiently and professionally.
- Basic computer proficiency, including MS Excel, email,



and WhatsApp Business.
- Ability to manage multiple enquiries and coordinate with different teams.
- Must be based in Mayiladuthurai or willing to relocate.

Preferred Qualifications

- Experience in construction, building materials, paints, waterproofing, real estate, or home services.
- Experience handling dealers, distributors, channel partners, or franchise networks.
- Familiarity with CRM systems or customer-tracking software.
- Any graduate degree.

Key Performance Indicators (KPIs)

- Timely response to customer enquiries and same-day data entry.
- Improved enquiry-to-order conversion rates.
- Timely complaint resolution and reduction in repeat complaints.
- Effective coordination and timely completion of customer jobs.
- Increased customer feedback and Google reviews.
- Prompt and reliable support for franchise partners.

Ideal Candidate Profile

A responsible, organised, proactive, and empathetic professional who can manage multiple customer interactions, resolve issues effectively, and deliver a positive customer experience at every stage.

Women candidates are strongly encouraged to apply.

How to Apply

Interested candidates can share their updated resume using the contact details below.

Talent Expert – Recruitment Partner

Email: [email protected]
Contact: +91 95976 41600
Website: www.talentexpert.in

You Build Your Business. We Build Your Team.

Pay: ₹45,000.00 - ₹55,000.00 per month

Benefits:

- Flexible schedule
- Health insurance
- Paid sick time
- Provident Fund

Work Location: In person

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