Lead -Customer Care

3 weeks ago

Kochi, India Ontrack HR Services Pvt LTD Full time
Job Description

Leading customer care in telecom sales involves overseeing a team dedicated to delivering exceptional service to customers before, during, and after the sales process. Below are the key responsibilities and strategies for success in this role:

  1. Team Leadership: As the leader of the customer care team, you're responsible for hiring, training, and managing a team of customer service representatives. You provide guidance, support, and coaching to ensure team members have the skills and resources needed to deliver excellent service.

  2. Customer Experience Management: You develop and implement strategies to enhance the overall customer experience. This includes setting service standards, establishing customer satisfaction metrics, and continuously improving processes to meet or exceed customer expectations.

  3. Sales Support: Your team plays a crucial role in supporting the sales process by providing pre-sales assistance, answering product inquiries, and resolving customer concerns. You collaborate closely with sales teams to ensure a seamless transition from inquiry to purchase.

  4. Issue Resolution: Your team handles customer complaints, inquiries, and escalations promptly and effectively. You establish protocols for handling various types of issues and empower team members to resolve issues independently while providing support for complex cases.

  5. Product Knowledge: You ensure your team has in-depth knowledge of telecom products and services to effectively address customer inquiries and recommend suitable solutions. This involves ongoing training and product updates to keep team members informed.

  6. Cross-functional Collaboration: You collaborate with other departments such as sales, marketing, product development, and technical support to streamline processes, address customer needs, and drive business growth. Effective communication and coordination are essential for success.

  7. Performance Monitoring and Reporting: You track key performance indicators (KPIs) such as customer satisfaction scores, first contact resolution rates, response times, and service level agreements (SLAs). Regular performance monitoring and reporting enable you to identify trends, areas for improvement, and opportunities for recognition and rewards.

  8. Continuous Improvement: You foster a culture of continuous improvement within the customer care team by encouraging feedback, implementing best practices, and seeking ways to enhance efficiency and effectiveness. This includes soliciting input from team members and leveraging technology to streamline processes.

  9. Customer Feedback Management: You implement systems for collecting and analyzing customer feedback to gain insights into customer satisfaction levels, identify areas for improvement, and drive service enhancements. Customer feedback plays a crucial role in shaping the customer care strategy.

  10. Compliance and Quality Assurance: You ensure that your team adheres to regulatory requirements, company policies, and quality standards in all customer interactions. This includes monitoring compliance, providing training on regulations and policies, and conducting quality assurance checks.



RequirementsGraduates, preferably Engineers, with at least 5 years of experience in customer service or client relationship management, preferably within the telecom or ISP industry.

BenefitsIndustrial Standards

Requirements
Graduates, preferably MBAs, with a minimum of 3 years of relevant experience in B2B Sales, Key Account Management, or Enterprise Business. Must possess excellent verbal and written communication skills and the ability to cultivate relationships with enterprise clients. (Candidates with higher experience will be considered for suitable roles)

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