Customer Support Manager/ Team Lead

1 month ago

Coimbatore, India Rrs People Works Private Limited Full time

Customer Service Management

  • Overall, in charge of Customer Service Department.
  • Develop business through online or offline (leads support management).
  • Improve customer service experience, create engaged customers, and facilitate organic growth.
  • Report to management if there is any special requests or issues that requires top level management to be involved to solve.
  •  Implements business initiatives including prompt corrective action plans for locations with below threshold performance

KPIs

  • Customer Satisfaction score
  • Cost per resolution.

Operations and Planning

  • Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines and requirements ensuring efficiency and economy.
  • Reviews analysis of performance including financial and productivity data for area and makes the appropriate changes in strategies, goals and objectives responding to current status and conditions
  • Practices cost containment strategies, maintaining profitability and growth of area.
  •  Implements business initiatives including prompt corrective action plans for locations with below threshold performance.
  • Take ownership of customers issues and follow problems through to resolution.
  •  Management of customer complaints.

KPIs

  • Project success rate.
  • Team Productivity

Business and Reporting Management

  • Participates in the implementation of divisional and company initiatives and strategies.
  • Directs and oversees the business of the assigned facilities within a defined area through effective leadership and management of customer service, quality care, marketing, and responsible fiscal management.
  • Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
  •  Manages profit and loss for each assigned location including optimal performance of facility operations to achieve or exceed budgets and key performance indicators.
  • Regularly report the customer service activities to the management.

KPIs

· Business Strategies

· Target Management

Team Management

· Train the team to meet the standards.

· Attend employee complaints and queries.

· Keep the team motivated and engaged to provide excellent customer service.

KPIs

· Turnaround time to resolve employee issues.

· Retention rate of the tea

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