Customer service manager

Role: Service Manager/Customer Service Manager

Locations: Chennai/Delhi

Experinec:4-7 years

Key Responsibilities

Own the overall strategy, performance, delivery, quality, and success metrics of the premium service team. Manage, mentor, and motivate a team of 50+ customer service and matchmaking professionals. Drive business performance, including P& L ownership, operational outcomes, and revenue growth. Understand the needs of high-value and premium customer segments across different communities and markets. Design and improve personalized, empathetic, and premium customer experiences. Develop and execute strategies to achieve quarterly and annual sales targets. Lead value-based and volume-based selling initiatives through the team. Drive process improvements using data, analytics, and performance insights. Monitor and improve key operational metrics, including CSAT, AHT, quality scores, SLA adherence, shrinkage, and attrition. Identify and implement technology solutions to improve service quality, productivity, and operational efficiency. Build effective escalation-management processes to ensure timely and satisfactory resolution of customer concerns. Establish closed-loop feedback mechanisms to improve service delivery and customer experience. Plan and support team expansion while maintaining service quality and operational standards. Implement best practices in performance management, productivity tracking, coaching, and team development. Collaborate with cross-functional teams to achieve business, customer experience, and operational goals.

Required Qualifications and Skills

Bachelor's degree in any relevant discipline. 4–7 years of relevant experience in customer service, service operations, sales, account management, or a similar function. Proven experience managing large teams, preferably 50+ members. Experience in the internet, technology, e-commerce, consumer services, hospitality, luxury services, or related industries is preferred. Strong experience in value-based and volume-based selling. Good understanding of customer service quality metrics and process-improvement methodologies. Experience managing performance through structured KPIs and operational metrics. Strong analytical, strategic-planning, and problem-solving abilities. Excellent communication, interpersonal, negotiation, and stakeholder-management skills. Ability to work in a fast-paced, high-growth, and customer-focused environment. Strong ownership, accountability, and execution skills.

Key Performance Indicators

Customer satisfaction and service quality. Sales achievement and revenue growth. Matchmaking or service success rate. Average handling time and SLA adherence. Team productivity and target achievement. Quality scores and process compliance. Employee attrition and shrinkage. Escalation resolution and customer retention. Operational efficiency and cost optimisation.