GN Netcom
Location
Bangalore | India
Job description
- Sets tone and direction for a team
- Develop and maintain a technically strong and motivated team to support all regional and global goals and objectives
- Manage the day-to-day activities of their team
- Ensure that staffing levels and scheduling is appropriate for meeting department service level goals
- Work as a team to deliver exceptional Customer Experiences in each support interaction
- Develop strong relationships with customers and create Jabra brand awareness
- Work with other regions to seek assistance and provide help to other regions when needed
- Work with regional aftermarket services sites on warranty concerns
- Conducts specialty projects and performs other related duties as assigned by Support Manager
- Coordinate departmental activities with other departments to ensure organizational effectiveness and ensure customer satisfaction
- Create and deliver department Monthly Business Review to select Support and Services Departments and applicable HQ functions
- Ensure that all employee performance reviews are created and delivered on time
- Actively participates in customer escalations when needed to insure a positive outcome
- Ensure proper escalation process is followed
- Work with Manager and applicable Support and Services departments to develop contact center processes and business practices that align with business strategy
The following are the minimum requirements:
Education requirements:
- Bachelor's in information technology or relevant diploma
Professional requirements/experience:
- 10+ years of customer service experience, ideally in the telecom or high-tech consumer electronics industries
- 4+ years of experience as a Customer Support Supervisor/Manager or similar role supporting B2C/B2B customers in India within a high contact support center
- Familiarity with Jabra products and hi-tech audio/video solutions is a plus
- Experience using help desk software, various softphones, videoconference solutions and remote support tools
- Experience with different brand cellphones, apps, and Bluetooth technology
- Experienced and effective in conflict resolution and relationship management
- Proficiency with Microsoft Office applications
- Experience with CRM systems
- Excellent communication skills – both verbal and written in English and Hindi
Personal characteristics:
- Excellent Communication Skills
- Strong customer focus and ability to deliver phenomenal Jabra customer experiences
- Ability to work with diverse customer types
- Proven ability to communicate complex technical problems in a human tone and customer friendly language
- Strong interpersonal skills required to function both in a team environment and to build relationships with our valued customers
- Desire to continually learn, adapt and work in a fun, fast-paced environment
- Independent decision-making: resourceful; good problem solving; ability to think fast while on a call with a customer; ability to balance the immediate need with the big/ longer term picture.
Job tags
Salary
