Service Manager (Icegate)

One Point One Solutions

Location

Indore | India

Job description

Improving customer service experience, create engaged customers and facilitate organic growth.
Taking ownership of customers issues and following problems through to resolution
Setting a clear mission and deploying strategies focused towards that mission
Client management Job brief
Improve customer service experience, create engaged customers and facilitate organic growth
Achieving Client KPIs
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the monthly billing
Maintain an orderly workflow according to priorities

Requirements and skills

Proven working experience as a Customer Service Manager of Calls & mails Inbound experience (Manager experience 3 year +)
Experience in Incident logged tool
Chain management experience tool
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
BS degree in Business Administration or related field
Good people management skill .

Job tags

Salary