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.