Customer Support Manager

Job Description – Customer Service Manager (CSM)

Position:

Customer Service Manager (CSM)

Department:

Operations / Client Relationship Management

Job Summary:

The Customer Service Manager (CSM) is responsible for handling end-to-end customer coordination and operational support for property documentation and utility-related services. The role involves interacting with clients, coordinating with field executives, managing documentation processes, tracking applications, raising invoices, and ensuring timely completion of services related to Khata transfers, E-Aasthi services, BESCOM, BWSSB, and revenue department works.

Key Responsibilities:

Client Management & Communication

Handle inbound and outbound client calls regarding property documentation services.

Explain service processes, timelines, documentation requirements, and charges to clients.

Maintain professional relationships with customers and provide regular status updates.

Address customer queries, concerns, and follow-ups effectively.

Documentation & Government Liaison Support

Assist clients in:

Khata Transfer

Manual Khata to Digital Khata Conversion

Form-B to Form-A Khata Conversion

E-Aasthi Services

BESCOM Meter Transfer

BWSSB Meter Transfer

Procurement of RTC, Mutation, Land Conversion, EC, and other government documents

Coordinate with concerned government departments and authorities for smooth processing of applications.

Operations Management

Allocate and monitor field work assigned to executives.

Track status of ongoing applications and ensure timely completion.

Coordinate with field executives for document collection, submission, and follow-up activities.

Maintain workflow efficiency and ensure service quality.

Billing & Administrative Tasks

Prepare and raise invoices for clients.

Maintain records of payments, pending invoices, and service updates.

Manage operational data through Google Sheets and internal tracking systems.

Maintain digital records of client documents and applications.

Reporting & Coordination

Update management on daily operational status and pending cases.

Prepare service status reports and task trackers.

Coordinate between clients, field executives, and the management team.

Skills Required:

Strong communication and client handling skills

Knowledge of BBMP, Revenue Department, BESCOM, BWSSB, and E-Aasthi processes

Good coordination and team management skills

Basic knowledge of property documentation and land records

Proficiency in Google Sheets, MS Excel, and invoicing

Ability to handle multiple tasks and follow-ups efficiently

Preferred Qualifications:

Graduate in any discipline

Experience in property documentation, legal support services, or customer operations preferred

Experience:

Relevant experience in customer service, documentation processing, or operations management preferred.

Key Competencies:

Client Relationship Management

Problem Solving

Team Coordination

Documentation Management

Time Management

Process Tracking