Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
Main Job Tasks and Responsibilities
- develop and implement customer service policies and procedures
- define and communicate customer service standards
- review and assess customer service contracts
- oversee the achievement and maintenance of agreed customer service levels and standards
- direct the daily operations of the customer service team
- plan, prioritize and delegate work tasks to ensure proper functioning of the department
- ensure the necessary resources and tools are available for quality customer service delivery
- review customer complaints
- track customer complaint resolution
- handle complex and escalated customer service issues
- monitor accuracy of reporting and data base information
- analyze relevant data to determine customer service outputs
- identify and implement strategies to improve quality of service, productivity and profitability
- liaise with company management to support and implement growth strategies
- co-ordinate and manage customer service projects and initiatives
- ensure budget requirements are met
- evaluate and performance manage staff
- identify and address staff training and coaching needs
Key Competencies
- communication skills
- customer service focus
- supervisory skills
- problem analysis and problem-solving
- decision-making
- planning and organizing
- initiative
- flexibility
- presentation skills
- stress tolerance
Requirements
Education and Experience
- relevant bachelor's degree
- Service experience – 5 years in relevant industry
- in-depth knowledge of customer service principles and practices
- proficiency in MS Office applications, CRM
- product knowledge
Job Type: Full-time
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Ability to commute/relocate:
- Chennai, Tamil Nadu (Chennai, Chennai District): Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Home Appliance Service: 5 years (Required)
Language:
- English (Preferred)
- Hindi (Preferred)
Work Location: In person
