Customer Service Manager

The Customer Support Manager is responsible for leading and managing all aspects of customer service operations, ensuring a high-quality and consistent support experience for students. This role requires strong leadership, communication, and problem-solving skills, with a focus on building and maintaining strong customer relationships. The successful candidate will oversee a team of customer service representatives across multiple branches, handle escalated inquiries, and drive continuous improvement in customer service processes and procedures.

Key Responsibilities:

Customer Grievance Management:

• Address and resolve customer complaints effectively and promptly.
• Maintain a comprehensive log of grievances, resolutions, and trends for continuous improvement.
• Ensure customer satisfaction by aligning solutions with their needs.

Center and Branch Operations:

• Supervise customer service teams across the main centre and branches.
• Standardize customer service protocols and ensure uniformity in service quality across locations.
• Monitor daily operations, addressing escalations and ensuring operational efficiency.

Forecasting and Planning:

• Anticipate customer service demand based on business trends and seasonal activities.
• Allocate resources effectively to meet forecasted demand.
• Collaborate with management for budget planning and optimizing service delivery.

Training and Development:

• Develop and implement training programs for customer service representatives.
• Conduct periodic performance evaluations and provide constructive feedback.

Technology and Reporting:

• Leverage CRM and ERP tools for customer data management and process automation.
• Generate reports on service metrics and customer feedback for strategic decisions.
• Identify opportunities for technology adoption to improve service quality.

Requirements:

• Education: Bachelor’s degree in Business Administration, Customer Service, or a related field.
• Experience: Minimum 5 years of experience in customer service, with at least 3 years in a Managerial or Team Lead experience in Customer Service.
• Proven track record in handling customer grievances and branch-level operations.
• Should be able to speak English and Hindi.

Skills:

Technical:

• Familiarity with CRM tools, ERP applications, and customer feedback systems.
• Basic understanding of financial forecasting and resource planning.

Interpersonal:

• Strong communication and negotiation skills to mediate grievances effectively.
• Leadership capabilities to manage teams and ensure performance consistency.

Analytical:

• Proficient in data-driven decision-making for forecasting and resource allocation.
• Skilled in creating action plans based on customer feedback and service metrics.

Salary: AED 12,000 - 15,000 per month