Customer Service Manager (m/f), Ujjain in Ujjain, Madhya Pradesh

Your tasks:
- Create a structure to advocate and sponsor a disciplined, consistent and repeatable approach to customer service delivery; develop a strategic plan for building, training and managing a team of Customer Service Representatives
- Oversee team’s interaction and ensure maximum alignmentwith Sales, Operations and Legal to manage resolution of an array of issues that will vary significantly in complexity
- Collaborate with all appropriate parties to identify the drivers of issues; analyze key metrics and other business indicators to identify areas of focus for process and procedural improvements
- Ensure customer interaction and communication standards are created, implemented and upheld throughout the Customer Service team, driving all internal resources to the same standards and level of responsiveness
- Attend customer and Regional Sales meetings, representing Customer Service and delivering quality presentations on initiatives, results and objectives
- Provide a higher level of customer service to foster a more symbiotic relationship that dramatically improves client perceptions by creating a culture of proactive problem resolution that anticipates and resolves issues quickly while meeting or exceeding customer expectations
Your skills:
- Define and communicate annual goals, perform formal and informal performance reviews, and ensure changes and updates are communicated in a timely and professional manner
- 5+ years of direct customer service experience required
- Recruit, develop and retain staff, partnering with Senior Management, Recruiting and Human Resources
- Create strong collaborative team environment
- Provide disciplined performance management for team
- Manage the overall performance of a high-functioning team of Customer Service Representatives
- 3-5 years managerial experience required
- Proactively identify and resolve personnel issues in conjunction with Human Resources
- Customer service system development and implementation experience preferred
Location
Ujjain
jobid82282
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