Customer Service Manager

Jio is inviting application for the role Customer Service Manager

Requirement

Experience : 05-12 years

Education: Any Graduation (MBA preferred)

Job Description

1. Manage end-to-end customer relationships, ensuring exceptional service delivery and SLA compliance.
2. Act as the primary point of contact for customer queries, escalations, service requests, and issue resolution.
3. Coordinate with Key Account Managers (KAMs) and cross-functional teams for service provisioning, activations, account changes, and customer satisfaction.
4. Conduct regular customer visits, service reviews, and provide MIS/service reports while driving customer engagement initiatives.
5. Resolve billing, network, and service-related issues, including reconciliation and complaint management.
6. Drive invoice submission, payment collections, dispute resolution, and ensure timely follow-up on outstanding receivables.
7. Monitor collection performance, track payment commitments (PTPs), waivers, TDS postings, and raise timely alerts on risks or delays.
8. Ensure compliance with organizational policies, legal regulations, and maintain high standards of customer experience and operational excellence.

Key Skill Sets:

1. Customer Service Management
2. Customer Experience
3. Customer Relationship Management (CRM)
4. Complaint & Escalation Management
5. Stakeholder Management
6. Service Delivery Management
7. Customer Retention & Loyalty
8. Debt Collection
9. Complaint Management
10. Resolution Management
11. MIS