Job Description: Customer Service Manager – Retail Showroom

Job Title: Customer Service Manager Department: Retail Operations / Customer Experience Industry: Retail Showroom Reports To: Showroom Manager / Store Manager

Job Summary

The Customer Service Manager is responsible for ensuring excellent customer experiences, managing customer queries and complaints, improving customer satisfaction, and maintaining high service standards within the retail showroom. The role involves leading the customer service team, coordinating with sales and operations departments, and ensuring smooth customer interactions from enquiry to after-sales service.

Key Responsibilities

1. Customer Experience Management

- Ensure a high level of customer satisfaction throughout the showroom.
- Handle escalated customer complaints and resolve issues professionally.
- Ensure prompt responses to customer enquiries and feedback.
- Develop strategies to improve customer experience and loyalty.

2. Team Management

- Lead, train, and motivate the customer service team.
- Monitor team performance and service quality.
- Assign responsibilities and ensure proper staff coordination.
- Conduct regular team meetings and training sessions.

3. Customer Complaint Management

- Handle customer escalations and service-related issues.
- Maintain a complaint register and ensure timely resolution.
- Coordinate with sales, delivery, billing, and service teams.
- Follow up with customers to ensure satisfactory resolution.

4. Showroom Operations

- Ensure professional customer handling at reception and service desks.
- Coordinate customer appointments, product enquiries, and order updates.




- Ensure smooth coordination between sales and back-office teams.
- Maintain showroom service standards and processes.

5. Reporting & Performance Monitoring

- Monitor customer satisfaction and feedback.
- Prepare daily, weekly, and monthly customer service reports.
- Track complaint resolution time and customer satisfaction scores.
- Identify recurring issues and recommend improvements.

Key Performance Indicators (KPIs)

- Customer satisfaction score (CSAT).
- Customer complaint resolution rate.
- Average complaint resolution time.
- Customer feedback and review ratings.
- Customer retention and repeat visits.
- Team productivity and service quality.
- Follow-up completion rate.

Required Qualifications & Skills

- Graduate in any discipline; MBA in Marketing or Management preferred.
- 3–7 years of experience in retail customer service.
- Experience managing a showroom or retail customer service team.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Good leadership and team management skills.
- Knowledge of CRM software, MS Excel, and customer feedback systems.

Key Competencies

- Customer-centric approach.
- Leadership and people management.
- Effective communication.
- Complaint handling and negotiation.
- Decision-making and problem-solving.
- Process improvement.
- Coordination and time management.

Expected Outcome: Ensure every showroom customer receives a professional, seamless, and satisfying experience, resulting in higher customer loyalty, positive feedback, and repeat business.

Pay: ₹25,000.00 - ₹35,000.00 per month

Advantages:

- Flexible schedule
- Food provided
- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Service Officer (Periyar River)
🏢 The Chennai Silks - Madurai
📍 Periyar River