Customer Service Manager

Jio is inviting application for the role Customer Service Manager

Requirement

Experience : 05-12 years

Education: Any Graduation (MBA preferred)

Job Description

• Manage end-to-end customer relationships, ensuring exceptional service delivery and SLA compliance.
• Act as the primary point of contact for customer queries, escalations, service requests, and issue resolution.
• Coordinate with Key Account Managers (KAMs) and cross-functional teams for service provisioning, activations, account changes, and customer satisfaction.
• Conduct regular customer visits, service reviews, and provide MIS/service reports while driving customer engagement initiatives.
• Resolve billing, network, and service-related issues, including reconciliation and complaint management.
• Drive invoice submission, payment collections, dispute resolution, and ensure timely follow-up on outstanding receivables.
• Monitor collection performance, track payment commitments (PTPs), waivers, TDS postings, and raise timely alerts on risks or delays.
• Ensure compliance with organizational policies, legal regulations, and maintain high standards of customer experience and operational excellence.

Key Skill Sets:

• Customer Service Management
• Customer Experience
• Customer Relationship Management (CRM)
• Complaint & Escalation Management
• Stakeholder Management
• Service Delivery Management
• Customer Retention & Loyalty
• Debt Collection
• Complaint Management
• Resolution Management
• MIS