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Job Title – Service Head Years of Exp - 8– 15 YrsJob Location – MumbaiResponsibilities - 1. Monitor

Keywords / Skills : customer service manager/Head

8 - 15 years
Posted: 2019-10-24

Job Description
Responsibilities -

1. Monitor and drive revenue from the service operations

2. Planning and designing processes for revenue drive though various sources.

3. Managing CSAT for customers via customer representatives and engineers.

4. Improve customer service experience, create engaged customers and facilitate organic growth

5. Take ownership of customers issues and follow problems through to resolution

6. Set a clear mission and deploy strategies focused towards that mission

7. Develop service procedures, policies and standards

8. Keep accurate records and document customer service actions and discussions

9. Analyse statistics and compile accurate reports

10. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

11. Keep ahead of industry’s developments and apply best practices to areas of improvement

12. Control resources and utilise assets to achieve qualitative and quantitative targets

13. Adhere to and manage the approved budget

14. Maintain an orderly workflow according to priorities

15. Ensure service SLA ’s and KPI’s are met as per the business requirement.

16. Train and ensure certifications of the customer related employees

17. Conduct periodical audits to check quality of service as per the defined SOP’s of the company.

18. Co-ordinate with the internal sales team to check and drive sales opportunities.

Requirement’s –

• Proven working experience as a customer service manager/Head

• Experience in providing customer service support

• Excellent knowledge of management methods and techniques

• Proficiency in English

• Working knowledge of customer service software, databases and tools

• Awareness of industry's latest technology trends and applications

• Ability to think strategically and to lead

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

About Company

Delta Resource Management
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