Company name - Just in time. 

Job Title: Customer Service Manager – Mumbai

The Customer Service Manager will be responsible for overseeing and improving customer support operations to enhance customer satisfaction, loyalty, and retention. This role involves managing a team of customer service representatives, optimizing service processes, handling escalations, and ensuring seamless customer interactions across multiple channels, including chat, email, and phone support.

Key Responsibilities:

Customer Service Operations:
* Develop and implement customer service strategies to enhance the overall customer experience.
* Oversee daily customer support operations, ensuring timely and effective resolution of customer inquiries and complaints.
* Monitor and improve customer service processes across all communication channels (email, chat, phone, and social media).
* Manage order-related issues, returns, refunds, and cancellations efficiently.
* Collaborate with logistics and fulfilment teams to resolve delivery-related concerns.

Team Management & Training:
* Recruit, train, and mentor a team of customer service representatives.
* Set performance goals, conduct regular evaluations, and provide coaching to enhance team performance.
* Foster a customer-centric culture within the team.

Customer Satisfaction & Retention:
* Track and analyze customer feedback, complaints, and satisfaction scores (CSAT, NPS, etc.).
* Identify common pain points and work with relevant teams (product, logistics, and marketing) to improve the customer experience.
* Develop initiatives to improve customer engagement and loyalty.

Technology & Process Improvement:
* Leverage CRM tools and automation to enhance efficiency.
* Implement and refine ticketing systems for streamlined query resolution.
* Analyze key customer service metrics and generate reports for management.

Key Performance Indicators (KPIs):
* Customer Satisfaction Score (CSAT): Maintain a high satisfaction level.
* Net Promoter Score (NPS): Improve brand loyalty and advocacy.
* First Response Time (FRT): Reduce the time taken to respond to customer queries.
* Resolution Time: Minimize time to resolve customer complaints.
* Customer Retention Rate: Improve repeat purchase behavior.
Key Skills:    Target Industry: Ecommerce Retail

Mandatory :

* Familiarity with Omni channel customer support.
* 5+ years of experience in customer service, with at least 2 years in a managerial role (preferably in e-commerce or retail).
* Strong leadership and team management skills.
* Proficiency in CRM tools.

Gender: Open

Experience: 5+ years

Job Location: Matunga East, Mumbai

Working Days: 6 days (10.30 am to 7.30 pm)

Qualification: Bachelor’s degree in Business Administration, Customer Service, or a related field.

Notice Period: Immediate to 30 day

Relocation candidates: No