Job Summary
We are seeking an experienced and customer-centric Customer Service Manager to lead and oversee all customer interactions across Call Centre, WhatsApp, and Email channels. The role will be responsible for ensuring timely resolution of enquiries and complaints, improving service quality, and driving customer satisfaction and retention.
Job Description
Key Responsibilities
- Lead and manage the end-to-end customer service operations across voice and non-voice channels.
- Oversee handling of customer enquiries, complaints, and escalations to ensure timely and effective resolution.
- Define and monitor service KPIs such as FCR, CSAT, AHT, and TAT adherence.
- Develop and implement customer service policies, SOPs, and quality standards.
- Train, mentor, and manage the customer service team to drive performance and engagement.
- Analyse customer feedback and complaint trends to identify improvement areas.
- Coordinate with cross-functional teams (Retail, E-commerce, CRM, Operations) for issue resolution and process enhancement.
- Ensure proper usage of CRM/ticketing systems and maintain data accuracy.
- Drive initiatives to enhance customer satisfaction, loyalty, and brand experience.
- Prepare and present service performance reports to leadership.
Key Skills & Competencies
- Strong leadership and team management skills.
- Excellent communication and conflict resolution abilities.
- Analytical mind-set with experience in reporting and performance tracking.
- Ability to manage escalations and high-pressure situations effectively.
- Process-oriented with a focus on continuous improvement.
- Proficiency in CRM and customer support tools.
Profile Description
- Graduate / postgraduate in any discipline (MBA preferred).
- 6–10 years of experience in customer service or call center operations.
- Minimum 2–3 years of experience in a team handling / managerial role.
- Experience in retail, e-commerce, or consumer-focused industry preferred.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Call Resolution (FCR)
- Complaint resolution TAT
- Escalation rate reduction
- Team productivity and quality scores
About Company
Our client is a fast-growing Indian eyewear retail brand founded in Chennai, with a strong presence across major cities. Known for offering stylish, high-quality eyewear at accessible prices, the company blends fashion, precision products, and personalized customer experience. With a focus on innovation and customer trust, it continues to redefine the eyewear retail journey in India.
