Customer Service Manager

Job Title: Telesales & Customer Support Manager

Department: Sales & Customer Experience
Reporting To: Sales Head / Operations Head
Location: Lower Parel
Experience: 1-2 Years

Job Summary

We are looking for a proactive and result-oriented Telesales & Customer Support Manager to lead our inside sales and customer support teams. The role involves driving revenue through telesales, ensuring exceptional customer experience, managing team performance, and maintaining service quality standards.

Key ResponsibilitiesTelesales Management

• Lead, train, and manage the telesales team to achieve monthly and quarterly sales targets
• Monitor call quality, conversions, follow-ups, and lead closures
• Develop scripts, pitch strategies, and objection-handling techniques
• Coordinate with field sales and marketing teams for lead management
• Track performance metrics (calls, conversions, revenue, follow-ups)

Customer Support Management

• Oversee customer support operations to ensure timely and effective issue resolution
• Handle escalations and critical customer complaints professionally
• Ensure high customer satisfaction, retention, and repeat business
• Maintain SOPs, response timelines, and service quality benchmarks
• Coordinate with internal teams (accounts, logistics, operations) for closure

Team & Process Management

• Recruit, onboard, train, and coach team members
• Conduct regular performance reviews and feedback sessions
• Prepare daily, weekly, and monthly MIS reports
• Implement process improvements for efficiency and customer experience
• Ensure CRM accuracy and data discipline

Key Skills & Competencies

• Strong leadership and team-handling skills
• Excellent communication and negotiation abilities
• Proven experience in telesales & customer service operations
• CRM handling (Zoho, Salesforce, or similar)
• Analytical mindset with focus on KPIs and results
• Problem-solving and escalation management skills

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, or related field
• Experience in B2B/B2C sales or service industry
• Exposure to call center or inside sales environment
• Experience in training and performance management

What We Offer

• Competitive salary + performance incentives
• Growth opportunities in sales leadership
• Professional and collaborative work environment

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Provident Fund

Work Location: In person