The Role
Oversee daily customer service operations, supervise and train support representatives, resolve escalations, develop service policies, monitor KPIs, analyze customer feedback, manage support tools and data updates, ensure compliance, and collaborate with sales, marketing, and product teams to improve customer experience.
Summary Generated by Built In
Job Title:Customer Relationship Manager/Executive
Employment Type: Full-Time
Job Summary:
KEY Responsibilities:
● Oversee daily customer service operations and team performance.
● Train, mentor, and develop customer support representatives.
● Handle customer escalations and complex service issues.
● Develop and implement customer service policies and best practices.
● Monitor KPIs such as TAT, response time, resolution rate, and customer satisfaction
s cores
● Analyze customer feedback to identify service improvement opportunities.
● Collaborate with sales, marketing, and product teams to improve customer
experience.
● Manage customer support tools and online data updates.
● Ensure compliance with company policies and industry regulations.
● Stay updated on customer service trends and technologies.
● Supervising and training customer service representatives.
● Developing and implementing customer service policies and procedures.
● Monitoring customer satisfaction and handling escalations.
● Analyzing customer feedback and improving support strategies.
● Collaborating with sales and product teams to enhance customer experience
Requirements
Skill Requirements:
● Proven experience as a Customer Service Manager or Support Lead.
● Strong knowledge or ability to learn and use CRM software.
● Excellent problem-solving and conflict resolution skills.
● Ability to lead, train and motivate a service team.
● Strong communication and interpersonal skills.
● Experience in analyzing customer data and implementing service improvements.
● Ability to handle high-pressure situations and escalations.
● Knowledge of customer service best practices and industry standards.
Education Requirements:Graduate or Post graduatein any discipline
Salary:INR 3 – 5 lacs per year (based upon candidate’scaliber)
Benefits
Benefits:
● Health insurance
● Performance and efforts-based incentives
Schedule:Day shift
Supplemental pay types:Travel expenses as per policy
L ooking for candidates who have a consistent spark towards learning, design mindset, performance
oriented and passion for career growth.
nmarried candidates will be preferred(However ifmarried candidates share the same spark and can
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manage work vs life balance are also welcome to apply)
Skills Required
- Proven experience as a Customer Service Manager or Support Lead
- Knowledge of or ability to learn CRM software
- Strong problem-solving and conflict-resolution skills
- Ability to lead, train, and motivate a customer service team
- Strong communication and interpersonal skills
- Experience analyzing customer data and implementing service improvements
- Ability to handle high-pressure situations and customer escalations
- Knowledge of customer service best practices and industry standards
- Graduate or postgraduate degree in any discipline
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The Company
What We Do
Verifitech provides AI-powered background verification and screening solutions for enterprises. Its platform supports employment background screening, credit verification, exit interview checks, drug checks, and verification services for housekeeping staff. The company uses modern technology to deliver fast, accurate, and compliant background verification reports, serving organizations across sectors including information technology, banking, logistics, finance, manufacturing, and automobiles.
