Senior Service Support Manager
Location
Bhilai, Raipur, Chhattisgarh | India
Job description
NimbusPost Pvt. Ltd.
NimbusPost is an advanced tech-enabled shipping platform trusted by over 60,000+ global sellers. Our offerings ensure a swift shipping solution for various business requirements. It is the fastest growing community of start-ups and entrepreneurs coming together for quick and hassle- free shipping solutions with eclectic reach and reliable customer support. The present shipping solutions lack in providing transparent information for businesses to make an informed decision. NimbusPost bridges that gap to facilitate a decision backed up with reasons. We bring together all the courier partners on one platform to help customers pick the best, suiting their requirements after comparing the offerings from each.
Position: Senior Service Support Manager
Location: Bhilai
Company website: We are looking for an experienced Senior Service support Manager to provide excellent sales and service and ensure seamless adherence of process and policies in Bhilai. The goal is to keep all the departments running in an efficient and profitable manner, to increase customer
satisfaction, loyalty and retention and to meet their expectations.
Prime Responsibilities - Improve customer service experience, create engagement with the customers and facilitate organic growth.
- Take ownership of customers' issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused towards that mission as per guidelines from leadership in HO.
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop 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 utilise assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities.
Functional Responsibilities And Goals - As the lead of Customer Success team, you are responsible for defining the Customer Service SOP and partner with stakeholders across the company to
effectively meet customer service objectives
- Experience of growing, hiring for, and managing multidisciplinary customer service and/or client success teams in scaled multi-channel contexts - ideally
leading healthy hybrid-distributed teams.
- Be a voice for our customers by identifying customer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for
those customers.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Collaboration with other departments to resolve complicated issues & issues which require special attention.
- Analyse customer care data and statistics to obtain results useful in taking key business decisions.
- Contribute to the development of industry-leading processes and best practices for delivering customer success.
- Define and measure KPIs such as customer complaints, time to respond/resolve, driving improvements that increase value for customers.
- Developing strategic long-term plans to improve the quality of learning environments.
- Assigning duties to team members to maximize the centre's efficiency.
- Stay current on internal work processes, policies, and procedures.
- Establish processes to improve curriculum and programs.
- Mentor, lead and train the team to optimize their development.
- Developing plans and strategy for team activities to achieve agreed targets.
- Drive improvements on systems, processes, operations and risk management initiatives.
Requirement - Possess 6-10 years of team leading experience handling mid to large size team.
- Excellent leadership, delegation, and communication skills, with a drive to meet business goals and a strong understanding of customer service.
- 'People-person', have excellent interpersonal skills and a good understanding of customer service.
- Good with delegating and coordinating tasks among employees.
- Support teams in an fast growing culture and organisation in the past
- Comfortable with metrics, and the ability to derive insights and actionable from them
- Ability to coach and train teams on various process would be an added quality and shall be appreciated
- Outstanding communication and customer relationship skills
Requirements And Skills - Proven working experience as a Service Or Customer quality Service Manager.
- Experience in providing customer service support and solving queries and closures.
- Excellent knowledge of management methods and techniques
- Proficiency in English -written and spoken fluency.
- Working knowledge of customer service software, databases and tools and ability to use and utilise them
- Awareness of industry's latest technology trends and applications and a habit of updates
- Ability to think strategically and to lead a change post approvals
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation.
Skills: team handling,people management,customer satisfaction
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