Website:
wearl.co.in
Job details:
Company Description Wearl is a technology company specializing in cutting-edge software solutions that help businesses thrive in the digital era. The team focuses on usability, efficiency, and scalability to create intuitive platforms that enhance productivity and user experience. By embracing advanced technologies such as artificial intelligence, machine learning, and blockchain, Wearl delivers forward-thinking solutions that anticipate market needs. Driven by a strong commitment to innovation, the company continuously pushes the boundaries of what is possible to achieve exceptional results for its clients.
Role Description The Customer Service Manager is a full-time, on-site role based in Mumbai. This role is responsible for leading the customer service team, overseeing daily operations, and ensuring that customer inquiries and issues are resolved promptly and effectively. The Customer Service Manager will design and implement customer service processes, monitor performance metrics, and develop strategies to improve satisfaction and retention. Day-to-day tasks include supervising support staff, handling escalations, coordinating with product and technical teams to address customer feedback, and preparing regular reports on service quality and customer insights. The role also involves coaching team members, maintaining service standards, and contributing to continuous improvement initiatives that align with Wearl’s technology-driven culture.
Qualifications
- Strong customer-focused skills, including Customer Satisfaction, Customer Service Management, and Customer Support.
- Excellent Communication skills to interact effectively with customers, cross-functional teams, and leadership.
- Robust Analytical Skills to interpret customer data, identify trends, and propose actionable improvements.
- Proven experience managing customer service or support teams in a technology or software-driven environment.
- Ability to develop and refine service processes, handle escalations, and maintain high service standards.
- Comfort working with CRM and ticketing systems, and familiarity with performance metrics and reporting.
- Bachelor’s degree in business, communications, or a related field; advanced qualifications are an advantage.
- Strong organizational skills, problem-solving ability, and a proactive approach to continuous improvement.
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