About the position:
We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).
As a Customer Care Assistant Manager at Kohler, you will be responsible for managing the daily operations of our Customer Care department. You will oversee a team of customer care associates, ensuring that they provide excellent service to our end consumers. In this role, you will be responsible for setting goals and metrics, monitoring performance, and implementing strategies to improve customer experience. You will also work closely with other departments to ensure smooth operations and effective communication.
Role and Responsibility:
Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound phone/chat/email support for customers by troubleshooting, investigating, and resolving customers' inquiries about Kohler India products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Kohler protocols while maintaining a positive, problem-solving approach.
- Manage and oversee the daily operations of the Customer Care department.
- Hire, train, and supervise a team of customer service associates.
- Set performance goals and metrics for the team and monitor progress.
- Develop and implement strategies to improve customer experience.
- Maintain and improve customer service level agreements and procedures.
- Monitor customer satisfaction and provide regular reports to senior management.
- Collaborate with other departments, such as sales, marketing, and operations, to ensure smooth operations and effective communication.
- Develop and maintain relationships with key customers.
- Provide coaching and feedback to team members to improve their performance and development.
- Identify opportunities for process improvements and efficiencies.
- Ensure compliance with company policies and procedures, as well as applicable regulations and laws.
Qualifications:
- Bachelor’s degree mandatory – master’s degree preferred.
- 10+ years of experience in customer service or related field, with at least 5 years in a people management role.
- Strong leadership, Problem solving and People management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data, identify trends, and develop strategies.
- Strong organizational and time-management skills.
- Proficiency in Microsoft Office and customer service software.
- Experience working in the manufacturing industry is preferred.
This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.
Working Conditions:
This is a full-time role based in our customer service Pune office. The includes evenings and weekends working to meet customer demands, as we operate 24/7. You'll work six days a week with rotating shifts and weekly offs. Occasional travel for business may also be required.
Organizational Relationships:
- Reports to Manager – Customer Care,
- Regular interactions with business stakeholders from different Kohler business verticals at ITC
- Frequent interaction with internal stakeholders including senior leadership team.
