Service Officer

Job Title: Service Team Manager

Overview:
The Service Team Manager is responsible for overseeing and managing a team of service professionals to ensure the delivery of high-quality customer service and technical support. This role involves leading, motivating, and developing team members, as well as coordinating daily operations to meet service level agreements and customer satisfaction targets.

Key Responsibilities:
1. Leadership and Team Management:

- Provide leadership and guidance to the service team, fostering a positive and collaborative work environment.
- Set clear expectations, goals, and performance targets for team members.
- Conduct regular performance evaluations, provide feedback, and coach team members for continuous improvement.
- Resolve conflicts and address any issues within the team promptly and professionally.

2. Operational Management:

- Plan, organize, and prioritize service activities to ensure timely resolution of customer issues and requests.
- Monitor service metrics and KPIs to assess team performance and identify areas for improvement.
- Develop and implement efficient workflows and processes to optimize service delivery and resource utilization.
- Collaborate with other departments, such as sales, product development, and IT, to address customer needs and enhance service offerings.

3. Customer Relationship Management:

- Build strong relationships with key customers and stakeholders, serving as a primary point of contact for escalations and major issues.
- Actively seek feedback from customers to understand their needs and expectations, and use this information to drive service improvements.
- Work closely with the sales team to identify opportunities for upselling or cross-selling additional products or services.

4. Training and Development:

- Develop and deliver training programs to equip team members with the skills and knowledge required to excel in their roles.
- Stay up-to-date with industry trends, best practices, and new technologies related to customer service and technical support.
- Encourage ongoing learning and professional development among team members to enhance their expertise and career growth opportunities.

5. Reporting and Analysis:

- Generate regular reports and analysis on service performance, including trends, issues, and opportunities for improvement.
- Present findings to senior management and stakeholders, providing insights and recommendations for strategic decision-making.
- Utilize data-driven insights to identify patterns and proactively address potential service challenges or bottlenecks.

Qualifications and Skills:

- Bachelor's degree in business administration, management, or a related field (or equivalent work experience).
- Proven experience in a leadership or management role, preferably in a customer service or technical support environment.
- Strong interpersonal and communication skills, with the ability to build rapport and collaborate effectively with team members, customers, and stakeholders.
- Excellent problem-solving and decision-making abilities, with a focus on delivering results and driving continuous improvement.
- Proficiency in using CRM software, ticketing systems, and other tools commonly used in customer service operations.
- Flexibility to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
- Certification in project management or customer service management (e.g., ITIL) is a plus.

This job description is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities, or requirements associated with the position.

Pay: ₹10,000.00 - ₹14,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Paid sick time
- Paid time off

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus

**Education**:

- Bachelor's (required)

**Experience**:

- Team management: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- Hindi (preferred)
- English (required)

Work Location: In person

Application Deadline: 11/03/2024
Expected Start Date: 20/01/2025