Position: CRM Manager
Department: Customer Service / Operations
Location: Sector:18 Gurgaon
Experience : min 3 years at manager level
Reporting To: Operations Manager / Senior Management Job Summary
We are seeking an experienced and customer-focused Customer Service Manager to lead and manage the customer service team. The role involves ensuring high levels of customer satisfaction, improving service quality, resolving escalated customer issues, and driving team performance to achieve organizational goals.
Key ResponsibilitiesTeam Management
- Lead, supervise, and motivate the customer service team.
- Monitor team performance and productivity on a regular basis.
- Conduct training, coaching, and performance review sessions.
- Develop team members' skills to improve service quality and efficiency.
Customer Service Operations
- Ensure timely and effective resolution of customer queries, complaints, and requests.
- Handle complex and escalated customer issues professionally.
- Develop and implement customer service policies, procedures, and standards.
- Maintain high customer satisfaction levels and service quality.
Performance Monitoring & Reporting
- Track key performance indicators (KPIs) such as customer satisfaction, response time, resolution time, and service quality.
- Prepare and present daily, weekly, and monthly performance reports.
- Analyze customer feedback and identify areas for improvement.
Process Improvement
- Identify opportunities to enhance customer experience and operational efficiency.
- Implement new initiatives and best practices to improve service delivery.
- Coordinate with other departments to resolve customer-related concerns effectively.
Compliance & Quality Control
- Ensure adherence to company policies and service standards.
- Monitor customer interactions for quality assurance.
- Maintain accurate records and documentation of customer service activities.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Application Question(s):
- How many years of experience in CRM Manager Profile ?
- Are you available for the interview on tuesday ?
- What is your current salary Per month
Work Location: In person
