Customer Service Manager

Role & responsibilities

1. PROJECT ONBOARDING & INITIALISATION

• Complete project filing and client welcome formalities within T+1 day.
• Coordinate allocation of Project Managers and Implementers with the concerned internal teams.
• Organise and conduct Project Handover Meetings between Sales, Operations, Project Managers and Implementers.
• Send Opening Meeting communication, Project Manager introduction and Escalation Matrix to clients.
• Coordinate initial project visits and communication with clients.
• Ensure Gap Analysis Reports are communicated to clients and necessary acknowledgements/documentation are completed.

2. PROJECT MANAGEMENT & RESOURCE COORDINATION

• Plan manpower availability against active Projects and AMC assignments to ensure optimum resource utilisation.
• Prepare weekly visit schedules based on project requirements and client priorities.
• Coordinate daily with Project Managers, Implementers and clients regarding project visits and deliverables.
• Track Daily Work Done Reports, Project Checklists and Project Manager reports.
• Prepare and maintain Project Dashboards for Management review.
• Ensure Project Dashboards and service updates are communicated to clients within defined timelines.
• Coordinate outstation travel and logistics for Project Managers, Implementers and Audit Teams.
• Proactively identify delays, bottlenecks and dependencies and escalate them before they impact project timelines.

3. AUDIT PLANNING & PROJECT COMPLETION

• Monitor project completion levels and initiate Audit Requisition at the appropriate stage.
• Coordinate finalisation of Certification Bodies / Audit Bodies with Management and clients.
• Coordinate Certification Body application forms, quotations, approvals and commercial acceptance.
• Ensure Certification Body documentation and quotations are completed within defined TAT.
• Coordinate audit dates between the Client, Certification Body and internal Project Team.
• Coordinate auditor travel, accommodation and other logistics wherever required.
• Ensure smooth execution of client audits and obtain post audit feedback.
• Coordinate Audit Reports, Corrective Action Plans (CAPR) and Non Conformity closure.
• Work with Project Managers and Implementers to target closure of NCs within 10 days.
• Follow up with Certification Bodies until CAPR acceptance, certification or final project closure.
• Coordinate final project payments and completion formalities.

4. CUSTOMER EXPERIENCE & ESCALATION MANAGEMENT

• Act as a central point of coordination for assigned clients throughout the project lifecycle.
• Handle client calls, queries, requests and escalations with professionalism, maturity and urgency.
• Maintain a strong service philosophy based on Under Promise and Over Deliver.
• Record every client query, complaint, suggestion, issue and request in the central Issue Register in real time.
• Drive issue resolution with the concerned departments and maintain a minimum 95% Resolved Status in the Issue Register.
• Escalate critical or ageing issues to Senior Management proactively.
• Ensure structured client feedback is collected at defined stages of every project.
• Build strong professional relationships with clients and continuously improve their experience with Progressive.

5. DATA, MIS & MANAGEMENT REPORTING

• Maintain accurate and updated Project MIS at all times.
• Ensure Daily Work Done Analysis and Project Manager reports are updated and submitted to Management.
• Maintain Visit wise Checklists and Project Completion Trackers.
• Maintain and monitor the Service Tracker.
• Maintain the AMC Tracker.
• Maintain the Audit Planning Tracker.
• Maintain the Weekly Visit Schedule.
• Prepare and circulate the Daily Audit MIS to Management.
• Ensure Management has real time visibility of project status, delays, issues, audit schedules and client escalations.

Preferred candidate profile

• Has 9 to 15 years of experience in Project Coordination, Customer Experience, Client Servicing, Operations or B2B Service Delivery.
• Is extremely strong in follow up, coordination and closure.
• Can simultaneously handle multiple corporate clients and projects.
• Has excellent written and verbal communication skills.
• Is comfortable interacting with senior corporate clients, auditors, consultants and Management.
• Has strong command over Excel, Google Sheets, MIS and reporting systems.
• Understands deadlines, TATs, escalation matrices and project trackers.
• Is capable of identifying a problem before it becomes a client escalation.
• Can work in a fast paced, target driven and process oriented environment.
• Has strong documentation and record management capabilities.
• Possesses excellent interpersonal skills with the ability to coordinate firmly but professionally across departments.
• Takes ownership rather than merely forwarding emails or passing information between departments.