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Customer Service Manager

2 months ago

Kolkata, India ManpowerGroup India Full time

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.)