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National Manager - Customer Service Center

Chennai, TN
Job Code:
  • Manufacturing & Production
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Job Details

Areas of Responsibilities Heading India Customer Service center(CSC) operations delivery & ensuring all the CTQs - Critical to Quality are consistently met.Drive customer service and on-time delivery in the region, which takes close cooperation with Cooling, Heating and Drives Segments and Global ServiceManage and lead a proactive Customer Service, e.g. give customers relevant information when you have it rather than wait for their requestsDrive Customer Service Support team to handle calls / emails / chats on website / other communications and will be responsible forSet and drive KPIs for running the frontInbound calls from customers with queries to provide product information i.e. code, specification, application, price, delivery time, etc), Product selection / configuration, Negotiations/Quotations/ Contracts, Marketing communication campaign info etcResponsible for Inventory check, Order status, Credit/Payment check, Delivery status, Delivery note, Invoice etcAfter Sales service, Complaint handling, Goods return / technical passports / datasheets, Technical service (Installation, testing, maintenance, trouble shooting, etc)Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Key Tasks Complaint resolution and closure, inputs or coordinate corrective - preventive action implementationDesign and deploy quality audit methods based on past data and client and customer satisfactionImparting pre-sales & product feature trainings to Contact Centre Agents and In-house Demo Team; identifying prospective clients, generating business from the existing clientele, thereby achieving the business targets.Assessing the customer feedback, through feedback from branches & evaluating areas of improvements.Overall responsible for reviewing and monitor the call quality, TAT, case closure, ticket management etc and sharing the performance with the team and senior managementDetermines call center strategy by conducting needs assessments, performance reviews; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Resolving chronic quality issue, customer complaints and reducing cost of quality.24X7 Customer Support Centre establishment and management through Customer Support Team, vendor identification, recruitment, training and development, Team Goal Setting, Budgeting & Resource Management.
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: 5-8


Any Process - Domestic BPO Type
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