Customer Service Manager Job in Hyderabad at ABAM

About the Job

Role: Customer Service Manager (Inbound, Outbound & Client Experience)

The Customer Service Manager will own the end-to-end communication experience of our clients — from the first inbound call or enquiry to post-service follow-ups and feedback. This role blends customer service excellence with soft sales, ensuring every interaction reflects our brand standards while also driving bookings, lead conversion, and long-term customer loyalty.


Key Responsibilities:

A. Customer Communication & Relationship Management:

1. Handle all inbound customer enquiries (calls, WhatsApp, chat, online forms) with professionalism, empathy, and clarity.
2. Make outbound calls for lead follow-ups, booking confirmations, reminders, feedback collection, and re-engagement.
3. Act as the single point of contact for customers across their journey, ensuring continuity and trust.

B. Sales Support & Lead Conversion:

Understand customer requirements clearly and guide them towards suitable services/programs based on brand offerings.
Convert enquiries into confirmed bookings or qualified leads through structured communication.
Maintain accurate records of leads, follow-ups, conversions, and drop-offs.

C. Service Delivery & Issue Resolution

1. Resolve customer queries, concerns, or complaints across calls and chat within defined SLA timelines.
2. Coordinate with internal teams to ensure issues are closed looped, not just responded to.
3. Escalate matters appropriately while maintaining customer confidence and brand tone.

D. Post-Interaction Follow-ups & Feedback

1. Conduct post-service follow-up calls to gather feedback and assess customer satisfaction.
2. Document feedback, complaints, and suggestions systematically and share insights with management.
3. Identify recurring issues and recommend improvements to processes or communication.

E. Systems, Reporting & Process Discipline

1. Maintain accurate and up-to-date records of calls, chats, leads, bookings, complaints, and resolutions.
2. Work comfortably with CRM tools, calling systems, WhatsApp dashboards, and internal software.
3. Ensure all communication and updates are logged properly for visibility and accountability.

F. Customer Experience Ownership

1. Uphold and enforce brand communication standards across calls, chat, and written responses.
2. Continuously look for ways to improve customer experience — tone, response time, clarity, and follow-through.
3. Act as the voice of the customer internally by sharing insights and patterns.

Number of Openings

1 openings

Skills

English Proficiency (Spoken), Effective Communication, MS-Excel, MS-Office, Customer Support, Sales, Interpersonal skills, Hindi Proficiency (Spoken), English Proficiency (Written)