Customer Service Manager

<p><strong>Company Description </strong> INFRAHUB is Eastern India’s Engineering Expert Services company, specializing in premium residential and commercial construction. The organization operates three integrated divisions: BUILDING Dr for expert engineering consultation, INFRA.CLINIC as a NABL-accredited civil engineering laboratory, and a material supply network ensuring engineering-specified materials reach the right place at the right time. INFRAHUB focuses on solving complex engineering challenges rather than just material supply, providing documented and certified recommendations and tests. The company serves premium home builders, commercial developers, construction firms, civil engineers, architects, and contractors, helping them build with confidence and accuracy throughout the region. </p><p><br /></p><p><strong>Role Description </strong> The Customer Service Manager is a full-time, on-site role based in Kolkata. This role oversees the customer support function, ensuring timely and high-quality responses to inquiries from clients . The individual will manage and mentor customer service representatives, implement service standards, and monitor performance metrics to maintain high customer satisfaction. Daily tasks include resolving escalated issues, analyzing feedback to identify process improvements, collaborating with operations and engineering teams to address client needs. The Customer Service Manager will also develop and refine communication protocols, support onboarding of new customers, and help create a consistent, professional customer experience aligned with INFRAHUB’s service standards. </p><p><strong>Qualifications </strong> </p><ul><li>Strong customer-focused skills including Customer Satisfaction, Customer Service Management, and Customer Support. </li><li>Ability to gather, interpret, and use data effectively, with proven Analytical Skills. </li><li>Excellent Communication skills, including clear verbal and written interaction with diverse stakeholders. </li><li>Prior experience supervising or leading customer service or support teams in a technical, construction, or engineering-related environment. </li><li>Proficiency with CRM or customer support software and basic office productivity tools. </li><li>Demonstrated conflict resolution, problem-solving, and decision-making abilities. </li><li>Bachelor’s degree in Business, Management, Engineering, or a related field, or equivalent practical experience. </li><li>Ability to work on-site in Kolkata, with a structured, organized approach and a commitment to continuous service improvement. </li> </ul>