Customer Service Manager
New
India - Remote, 8:30am to 5:00pm Mon-Fri (GMT)ContractManager
Salary₹22,00,000 - ₹28,00,000 a year. Stated salary includes a 15% performance related bonus.
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Job Details
- Languages
- Fluent English, both written and verbal
- Experience
- A minimum of 10 years' customer service experience; 7 years' in a customer service management role.
- Required Skills
- LeadershipData AnalysisSalesforceTeam managementProcess improvementZendesk
Requirements
- Minimum of 10 years' customer service experience.
- Minimum of 7 years' experience in a customer service management role, including direct oversight of 40-50+ direct reports.
- Proven experience operating in a fast-paced, high-volume, high-pressure environment.
- Decisive, sharp decision-maker with excellent critical thinking and problem-solving skills.
- Track record of contributing to process improvement, optimization, or automation initiatives.
- Friendly and professional demeanor with strong relationship-building skills.
- Excellent communication skills, both written and verbal.
- Minimum typing speed of 40 wpm.
- Fluent English (written and verbal).
- Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems.
- Must have a min 20 MB broadband line, and own PC/laptop and headset.
Responsibilities
- Manage and develop a team of team leaders overseeing a 50-strong remote customer service team.
- Work closely with Customer Experience and QA teams on journey optimization, process improvement, and automation.
- Collect and analyze customer feedback to identify pain points and enhance experience.
- Track and improve service metrics like NPS, CSAT, and customer effort score.
- Collaborate with marketing, product, and technology teams to ensure alignment.
- Develop communication strategies for delivery updates and service issues.
- Identify opportunities for service innovation and process enhancements.
- Support customer education initiatives to reduce support volume.
- Liaise with courier partners (DHL, FedEx, UPS) to ensure quality standards.
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