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Associate Manager-Lencare

Bengaluru, KA
Job Code:
  • IT
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Job Details

Manage, motivate and lead the entire team. Handle critical cases which are beyond the L1/L2 Agents capabilities. Understand the changing business dynamics and take proactive corrective actions. Own up all KPIs and Targets. Handle & resolve Service and Non Service customer complaints/Escalations end to end. Handle DOA/ Wrong Shipment/ Short Shipment processes end to end. Coordinate effectively with other service and non service functions and ensure resolution of the cases as per KPI. Understand each case in clear and precise terms and record the details in the tracker or CRM. Must plan, monitor and follow up all open cases and close as per KPI. Should understand the critical responsibilities and uphold the standards. Must make tough decisions within the scope of work wherever required. Ensure appropriate Customer Satisfaction actions are implemented during the entire course of transaction.Position Requirements Skills Required A high degree or verbal and written communication skills which include fluency in speaking Hindi. A high degree of analysis and documentation skills. Proficiency in MS Excel/Access/Project/Presentation. Good presentation and forecast skill. Proven team leader. Go Getter who is always ready to do the extra mile for the results. Basic knowledge of computers and service. Good initiative and decision making. Customer focused attitude with a proven ability to meet service KPIs.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-5


Administration | Office Management & Coordination | Office Services
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