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Job Description
Key Responsibilities:
Team Management: Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization’s objectives. Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality. Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement. Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team. Customer Relationship Management: Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services. Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention. Excellent communication, presentation, and interpersonal skills, with the ability to build relationships and influence stakeholders' negotiation. Strategic Planning: Oversee and manage pilot programs, including planning, execution, and monitoring of progress. Collaborate with clients to define pilot goals, success criteria, and key performance indicators (KPIs) Develop and execute strategies to drive customer success Analyze customer data to identify trends, risks, and opportunities for improvement. Reporting and Analysis: Track and analyse key performance indicators (KPIs) such as call volume, average handling time (AHT), and first call resolution (FCR). Provide actionable insights and recommendations to senior management based on data analysis. Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition from sales to customer success. Develop and execute personalized onboarding plans tailored to each client’s specific needs and goals. Provide training and education to new clients on how to effectively use the company’s products or services. Create and maintain onboarding documentation, including user guides, FAQs, and best practices. Gather and analyze client feedback during and after the onboarding process to identify areas for improvement. Work with internal teams to implement changes that enhance the onboarding experience. Continuously refine the onboarding process to improve efficiency and client satisfactionKey Performance Indicators (KPIs):
Call Queue Management: Average wait time, call abandonment rate. SLA Adherence: Percentage of calls answered within SLA, response time. Customer Satisfaction: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR). Employee Performance: Team productivity, individual performance metrics.Skills :
Strong leadership and team management skills. Excellent communication and interpersonal abilities. Analytical mindset with the ability to interpret data and make strategic decisions. Problem-solving skills and ability to handle high-pressure situations. Critical thinking and problem-solving, Time Management, Project Management, Customer Relationship Management Microsoft Excel, Experience with CRM software and customer success platforms
Qualifications
Experience and Certification :
Bachelor’s degree in Business, Marketing, or a related field; Master’s degree or relevant certification is a plus. 6-8 years of experience in customer service, client onboarding, account management, or a related field, 2-3 years of experience in customer success, account management, or a similar role, with experience in managing pilot programs or projects preferred. Proven track record of successfully managing customer relationships and leading teams. Strong analytical skills with the ability to interpret data and make data-driven decisions. Ability to thrive in a fast-paced, dynamic environment and manage multipleBangalore (WFH)
Shift - Night (6.30 pm – 3.30 am)
