Customer Relations Manager

Job Summary
We are looking for a dedicated and experienced Customer Service Manager to lead our customer relations team and ensure the delivery of exceptional service. The successful candidate will be responsible for fostering strong customer relationships, managing and developing a team of customer service representatives, and spearheading initiatives that improve customer satisfaction and retention. This role demands a proactive leader who can efficiently resolve escalated issues, analyze customer feedback, and collaborate across departments to enhance overall service quality.

Key Responsibilities
Customer Relationship Management: Build and nurture long-term relationships with customers to promote satisfaction and loyalty. Act as a trusted point of contact to understand customer needs and expectations.

Team Leadership: Manage a team of customer service representatives by providing clear guidance, ongoing training, and support. Ensure the team meets performance targets and adheres to established service standards.

Issue Resolution: Handle escalated customer complaints promptly and effectively, ensuring that resolutions maintain high levels of customer satisfaction and reinforce trust.

Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement in products, services, and operational processes.

Service Improvement: Collaborate with cross-functional teams such as sales, product development, and operations to implement service enhancements based on customer insights.

Reporting: Track and report key performance indicators including customer satisfaction scores, team productivity, and emerging service trends to senior management for informed decision-making.

Customer Retention Strategies: Develop and execute strategies aimed at retaining customers by offering personalized service, proactive communication, and tailored solutions that reduce churn.

Training and Development: Provide continuous coaching and professional development opportunities to team members, enhancing their skills, product knowledge, and overall performance.

Required Qualifications
- Bachelor’s degree in Business, Communications, or a related discipline is preferred.
- At least 5 years of experience in customer service or customer relations, with 3 to 5 years in a leadership or managerial role.
- Excellent verbal and written communication skills, capable of building rapport with customers and motivating team members.
- Strong problem-solving skills and the ability to manage conflict effectively.
- Proven ability to juggle multiple priorities in a fast-paced, dynamic environment.
- Proficiency with CRM software and Microsoft Office Suite (Excel, Word, etc.).
- Outstanding organizational and time management abilities.
- A positive, proactive mindset focused on delivering superior customer experiences.

Job Type: Full-time
Compensation: Starting at Rs60,000.00 per month
Application Deadline: June 30, 2025

This position offers an excellent opportunity for a motivated professional to join a customer-focused organization and advance their leadership career. If you are passionate about driving customer service excellence and developing high-performing teams, we encourage you to apply.