Service Manager (Customer Care)

Jio is inviting application for the role Customer Service Manager
Requirement
Experience : 05-12 years
Education: Any Graduation (MBA preferred)

Job Description

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

Key Skill Sets:

  • Customer Service Management
  • Customer Experience
  • Customer Relationship Management (CRM)
  • Complaint & Escalation Management
  • Stakeholder Management
  • Service Delivery Management
  • Customer Retention & Loyalty
  • Debt Collection
  • Complaint Management
  • Resolution Management

# MIS

If this opportunity interests you, share your resume with the subject line 'Service Manager-Mumbai' to [HIDDEN TEXT]

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