Customer Service Manager
1 week ago
The ideal candidate is responsible for leading a team of trained Employee Help Desk Service Executives who provide our employees with a delightful, frictionless experience.
Essential Qualities
- Excellent planning and organizational skills with strong attention to detail.
- Meticulous MIS.
- Strong communication skills (written and spoken) - English and Hindi is a must.
- Ability to work both independently and in a team environment.
- Team player who supports a workplace culture of progress, discipline, transparency, and improvisation embedding best practices.
- Capable of working effectively in a variable working environment.
- Strong acumen for Customer Service.
Basic Qualifications:
- Strong computer literacy with excellent Excel skills.
- Previous experience in investigative or complaint-handling roles, where gathering and comparing multiple sources of information was required.
- Should have handled inside sales.
- Ability to work under pressure.
Responsibilities
- Handle Inquiries and Complaints.
- Train, coach and guide the team.
- Lead discussions with clients and Internal Stakeholders on active Leads, complaints, unresolved issues, escalations and reports.
- Execution of Net Promoter Score and closing loop with account managers for Detractors.
- Identifying the process gaps and rectifying it.
- Quality Assurance – thorough review of the work completed by team, capture errors and take corrective actions
- Generating and analysing MIS Reports on a periodic basis.
- Collecting Client Testimonials and Associate Reviews online.
- Adhere to defined SLA's (Service Level Agreements) and timelines.
Qualifications
- MBA Degree or equivalent experience
- 5+ years' of customer service.
- 3+ years in Inside Sales.
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
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