Customer Service Manager

☞ Select Brands International Pvt. Ltd.

전망: 101

갱신일: 06-05-2024

위치: Indore Madhya Pradesh

범주: 컨설팅 / 고객 서비스 경영진

산업: Public Relations Communications Services Consumer Services Retail Luxury Goods Jewelry

수평: Mid-Senior level

직업 종류: Full-time

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작업 내용

About the company

Give wings to your career with the fastest-growing D2C brand based in Indore. Select is an umbrella of brands serving a wide range of unconventional markets, everything with the ultimate goal to create hassle-free, delightful shopping experiences for customers.

To know more visit: www.selectbrands.in

We are looking for an energetic & passionate Customer Care Manager. He /She will be aligned with our Customer Support vertical and help us in managing/ resolving customer queries, handling escalations and complaints of dissatisfied customers & giving the best resolutions. You will also be responsible for closing the queries and complaints within SLAs. The CRM team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues.

Responsibilities:

  • Managing the customer support vertical’s day-to-day functions
  • Implementing customer support processes to enhance customer satisfaction and delight
  • Formulating and revising customer support policies, processes and promoting their implementation to larger teams
  • Informing the team of all new information related to products, processes, and trends
  • Assessing support statistics and preparing detailed reports on the findings
  • Interviewing and hiring new employees
  • Overseeing and evaluating the team’s ongoing training efforts
  • Managing customer service staff and performing appraisals and job reviews
  • Delivering performance evaluations and following the disciplinary process according to company policy
  • Mapping out growth opportunities for resources in the team
  • Establish Voice of Customer program - gather, analyze, and act on customer feedback to create a customer-centric culture
  • Collaborate with various stakeholders for facilitating the flow of information from various departments like operations, and marketing to keep support’s larger teams up to date

Skill Set:

  • 5+ years’ experience in customer service
  • 3+ years’ of experience as a Manager
  • Excellent verbal and written communication skills. This role will require effective collaboration and cross-functional coordination across internal and external contributors
  • Strong Leadership skills
  • Ability to demonstrate Emotional Intelligence at work
  • Ability to translate your skills to other employees through training and mentoring
  • Extremely detail-oriented and organised, able to manage multiple projects to meet deadlines
  • Good hands-on experience in excel
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    마감 시간: 20-06-2024

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