Customer Service Manager

Job Description:

Freshworks, a leading customer engagement software company, is seeking a part-time Customer Service Manager to join our team in Delhi, India. As a mid-to-senior level professional with at least 6 years of experience in customer service management, you will be responsible for overseeing and improving the customer service operations to ensure customer satisfaction and retention.

Responsibilities: 1. Develop and implement customer service policies and procedures to enhance the overall customer experience. 2. Manage a team of customer service representatives, including hiring, training, and performance evaluations. 3. Handle escalated customer inquiries and complaints, resolving issues in a timely and efficient manner. 4. Analyze customer feedback and data to identify trends and areas for improvement. 5. Collaborate with cross-functional teams, including sales and marketing, to drive customer success initiatives. 6. Monitor key performance indicators (KPIs) to track and report on the success of the customer service department. 7. Implement and oversee customer service software and tools to streamline processes and enhance customer interactions.

Requirements: 1. Bachelor’s degree in business administration or a related field. 2. Proven experience in customer service management, preferably in the software or technology industry. 3. Strong leadership and communication skills, with the ability to motivate and mentor a team. 4. Resilient and confident attitude to handle challenging situations with grace and professionalism. 5. Excellent negotiation skills to address customer concerns and reach mutually beneficial solutions. 6. Proficiency in customer service software, CRM systems, and Microsoft Office Suite.

Benefits: 1. Gym membership to promote employee wellness and work-life balance. 2. Remote work flexibility for a better work environment. 3. Training and professional development opportunities to support career growth and advancement.

Working Environment: At Freshworks, we are committed to promoting equality and fairness for all employees. We strive to create a diverse and inclusive work environment where every individual is valued and respected.

Deadline to Apply: Interested candidates are encouraged to apply by May 11, 2024.

Equal Opportunity Statement: Freshworks is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. We are committed to creating a diverse and inclusive workforce where all employees can thrive and succeed.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.