Customer Service Manager

Job Description – Customer Service Manager

Company Name

CADD Centre

Designation

Customer Service Manager

Experience

3+ Years

Department

Customer Service / Operations

Employment Type

Full-Time

Job Summary

We are looking for an experienced and customer-focused Customer Service Manager to manage customer relationships, ensure excellent service delivery, and improve overall customer satisfaction at CADD Centre. The ideal candidate should have strong communication, leadership, problem-solving, and team management skills, along with the ability to handle customer queries, feedback, and escalations effectively.

Key Responsibilities

Manage day-to-day customer service operations and ensure smooth service delivery.

Handle customer inquiries, complaints, feedback, and escalations professionally.

Maintain strong relationships with existing customers and ensure customer satisfaction.

Coordinate with sales, training, academic, and operations teams to resolve customer issues.

Monitor customer service performance and implement improvement strategies.

Guide, train, and motivate customer service executives to achieve service targets.

Ensure timely follow-ups with students and customers regarding their queries and concerns.

Maintain accurate customer records, feedback reports, and service documentation.

Identify opportunities to improve customer experience and retention.

Support student enrollment, course-related queries, and post-training assistance.

Required Skills & Qualifications

Minimum 3+ years of experience in customer service or customer relationship management.

Excellent verbal and written communication skills.

Strong interpersonal and team management abilities.

Good problem-solving and decision-making skills.

Ability to handle customer complaints and difficult situations.

Proficiency in MS Office and customer management tools.

Strong organizational and multitasking abilities.

Customer-oriented mindset with a positive attitude.

Preferred Skills

Experience in the education, training, or service industry.

Knowledge of customer relationship management (CRM) systems.

Experience in handling student queries and managing customer retention.

Ability to work with cross-functional teams and achieve service goals.

Key Performance Indicators (KPIs)

Customer satisfaction and feedback scores.

Customer complaint resolution time.

Student/customer retention rate.

Follow-up and query resolution efficiency.

Team performance and service quality.

Overall customer experience improvement.

Candidate Profile

The ideal candidate should be proactive, responsible, and passionate about delivering excellent customer service. They should have the ability to lead a team, build long-term customer relationships, and contribute to the overall growth and reputation of CADD Centre.

Pay

₹25,000.00 - ₹40,000.00 per month

Work Location

In person