Hiring For Customer Service Manager In Mumbai
Lisa HR Consultancy
- Mumbai, Maharashtra
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.