Customer Service Manager
1 month ago
(a few high level lines to describe the mission of the role)
What you will do
Supervising day-to-day operations in the customer service department. Manage a team of 20 customer service executives. Knowing products inside and out so that customer queries can be answered. Improve customer service experience, create engaged customers and facilitate organic growth. Creating effective customer service procedures, policies, and standards. Hiring and training new customer service agents. Take ownership of customers issues and follow problems through to resolution, Keep accurate records and document customer service actions and discussions. Analyze statistics and compile accurate reports. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. Keep ahead of industry’s developments and apply best practices to areas of improvement. Maintain an orderly workflow according to priorities.
What you bring
BE/ B.Tech Degree A minimum of 10 years of proven experience in a customer service position at a senior level. Proficiency in English, Hindi and Kannada. Proficiency in Microsoft Office (Spread sheets), ERP system and CRM system. Outstanding written and verbal communication skills. Excellent leadership and interpersonal skills. Ability to think strategically and to lead. Strong client-facing and communication skills. Advanced troubleshooting and multi-tasking skills.
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