Customer Service Manager

DESIGNATION: Customer Service Manager (Night Shift)

JOB SUMMARY

We are seeking a skilled and dynamic Customer Service Manager to lead our dedicated team in providing exceptional customer service and resolving escalation issues. The ideal candidate will be a proactive problem solver, an effective communicator, and a strong leader capable of managing various tasks under pressure. This role involves handling customer escalations, collaborating with cross-functional teams, improving team performance, and driving continuous improvement in customer service delivery.

REQUIRED AND DESIRED EXPERIENCE

• Bachelor's degree in a relevant field (preferred).
• Experience in a customer support or travel industry preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively under pressure and make informed decisions.
• Strong leadership skills, with the ability to motivate and develop a team.
• Proficiency in using customer support software and Microsoft Office Suite.
• Exceptional organizational and multitasking abilities.
• Strong negotiation and influencing skills.
• Positive attitude, adaptability, and a commitment to continuous improvement.
• A result-driven leader with a passion for delivering exceptional customer service

KEY TASKS AND RESPONSIBILITIES

• Handle escalated issues with professionalism and composure, ensuring effective communication and resolution among all parties involved.
• Work well under pressure and make informed decisions, ensuring swift resolution of supplier and sales escalations beyond Level 3 or authority limits.
• Manage and drive performance improvements across customer delivery by providing guidance, support, and regular feedback.
• Propose innovative ideas, concepts, and strategies to enhance market alignment and customer satisfaction.
• Assess team performance through continuous monitoring of emails and phone calls, providing constructive feedback and organizing regular individual feedback sessions.
• Ensure team members are skilled and competent in their roles, addressing any training gaps.
• Plan and manage resources proactively to meet demand cycles, including monthly scheduling and holiday management.
• Provide shift cover when required due to sickness or unforeseen situations.
• Represent the company in a positive manner both internally and externally, acting as a role model and a point of contact for market-related feedback.
• Handle challenging situations professionally, finding effective solutions while maintaining composure.
• Foster strong relationships with trade partners and third-party suppliers, influencing collaborative outcomes.
• Ensure deadlines are consistently met while upholding high standards of work quality.
• Keep the Duty Manager email inbox up to date and respond promptly to relevant matters.
• Achieve set objectives and performance measures in line with company guidelines.
• Lead, motivate, and develop the Customer Support team, ensuring exceptional levels of customer service delivery.
• Undertake general office administration duties as required, such as monthly payroll adjustments, recruitment for new starters, and managing new starter/leaver processes.

PLACE OF WORK AND WORKING HOURS

Pune office

Night shift with weekend working; 2-week offs

Work From Home (After training/ probation)

12.00 AM to 8.30 AM

*Training timings will be from 9 AM - 6 PM*