Manager - Customer Service - B2B Segment

Designation: Customer Service Manager

Location: Delhi

Experience: 4-8 Years

Job Overview:

- We are seeking a Customer Service Manager with a proven track record of managing B2B client servicing and handling escalations.

- The ideal candidate will be responsible for ensuring an exceptional client experience by coordinating across teams and driving key process improvement initiatives.

- The role requires strategic thinking, strong leadership skills, and the ability to manage multiple stakeholders both internally and externally.

Roles & Responsibilities:

Client Experience Management:

- Lead city-level client experience, coordinating with internal teams (Operations, Sales) and external client stakeholders (Client POCs).

- Monitor and ensure customers receive prompt and efficient service.

- Handle and resolve escalations by determining the best course of action to address client concerns.

Team Leadership:

- Train, mentor, and guide newly hired customer service representatives.

- Assist and support team members in dealing with dissatisfied clients and complex situations.

- Develop performance metrics and monitor the customer service team to ensure high-quality service delivery.

Process Improvement:

- Identify and execute strategic projects aimed at improving customer service processes and client experience.

- Collaborate with cross-functional teams to drive process improvements and optimize workflows for better service delivery.

Requisites / Prerequisites:

Education: Graduates from Tier 1/2 engineering or management institutes.

Experience:

- 3-5 years of proven experience in B2B client servicing, with a focus on managing customer escalations and improving customer experience.

- Experience in team management, including training and mentoring team members.

Skills:

- Strong problem-solving skills with the ability to handle escalations and customer dissatisfaction.

- Excellent communication and interpersonal skills to work effectively with clients and internal teams.

- Leadership capabilities in managing and monitoring a customer service team.

- Quick adaptability to new environments and systems, with a fast learning ability.

Preferred Industries : Candidates from industries such as FMCG, Logistics, Hospitality, Mobility, Manufacturing, Retail, or Ecommerce are preferred, given their experience with fast-paced environments and customer-facing operations.