Lead -Customer Care

4 weeks ago

Kochi, India Ontrack HR Services Pvt LTD Full time

Leading customer care in telecomsales involves overseeing a team dedicated to deliveringexceptional service to customers before during and after the salesprocess. Below are the key responsibilities and strategies forsuccess in thisrole:

  1. TeamLeadership: As the leader of the customer care team youreresponsible for hiring training and managing a team of customerservice representatives. You provide guidance support and coachingto ensure team members have the skills and resources needed todeliver excellentservice.

  2. CustomerExperience Management: You develop and implementstrategies to enhance the overall customer experience. Thisincludes setting service standards establishing customersatisfaction metrics and continuously improving processes to meetor exceed customerexpectations.

  3. SalesSupport: Your team plays a crucial role in supporting thesales process by providing presales assistance answering productinquiries and resolving customer concerns. You collaborate closelywith sales teams to ensure a seamless transition from inquiry topurchase.

  4. IssueResolution: Your team handles customer complaintsinquiries and escalations promptly and effectively. You establishprotocols for handling various types of issues and empower teammembers to resolve issues independently while providing support forcomplexcases.

  5. ProductKnowledge: You ensure your team has indepth knowledge oftelecom products and services to effectively address customerinquiries and recommend suitable solutions. This involves ongoingtraining and product updates to keep team membersinformed.

  6. CrossfunctionalCollaboration: You collaborate with other departmentssuch as sales marketing product development and technical supportto streamline processes address customer needs and drive businessgrowth. Effective communication and coordination are essential forsuccess.

  7. PerformanceMonitoring and Reporting: You track key performanceindicators (KPIs) such as customer satisfaction scores firstcontact resolution rates response times and service levelagreements (SLAs). Regular performance monitoring and reportingenable you to identify trends areas for improvement andopportunities for recognition andrewards.

  8. ContinuousImprovement: You foster a culture of continuousimprovement within the customer care team by encouraging feedbackimplementing best practices and seeking ways to enhance efficiencyand effectiveness. This includes soliciting input from team membersand leveraging technology to streamlineprocesses.

  9. CustomerFeedback Management: You implement systems for collectingand analyzing customer feedback to gain insights into customersatisfaction levels identify areas for improvement and driveservice enhancements. Customer feedback plays a crucial role inshaping the customer carestrategy.

  10. Complianceand Quality Assurance: You ensure that your team adheresto regulatory requirements company policies and quality standardsin all customer interactions. This includes monitoring complianceproviding training on regulations and policies and conductingquality assurancechecks.



RequirementsGraduatespreferably Engineers with at least 5 years of experience incustomer service or client relationship management preferablywithin the telecom or ISPindustry.

BenefitsIndustrialStandards

Graduates,preferably MBAs, with a minimum of 3 years of relevant experiencein B2B Sales, Key Account Management, or Enterprise Business. Mustpossess excellent verbal and written communication skills and theability to cultivate relationships with enterprise clients.(Candidates with higher experience will be considered for suitableroles)

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