Associate Manager - Customer Service Management

"Require Candidates for Night Shift" (for MNC retail Organisation based in Bangalore)

Responsibilities:

- Primarily responsible for Customer Service Center/Customer Service Management and Reporting process covering NAZ Zone for accounts handled from GCC India

- Ensure that the SLA's and Business KPIs are met as per the Business requirement.

- Ensure compliance with company policies and MICS & SOX requirements

- Drive CSAT for internal and external customers

- Ensure Service Level for On-Time-in-Full deliveries to customers and prevent beer losses

- Manage customer request and handle complaints received via respective ticketing tools

- Drive Business value creation projects and ensure the implementation within budget and agreed timelines

- Ensure BCP plan is in place and continuity of the service is secured during business disruptions

- Manage periodical audit routines of the tasks/reports performed and prepared by the Team Leaders

- Develop people and drive engagement in the department in order to reduce turnover

- Deliver efficiency and automation initiatives for the department and implement the agreed projects according 1YP, while actively managing the ZBB People Package

- Alignment of priorities and common initiatives with country teams, Finance Zone teams, CSC Leads, Finance & Proc Service Managers, ABI Employees and Sales teams

Experience:

- At least 2 years of experience in managing a team of supervisors or team leads

- At least 5 years of experience in Customer Management

- Related experience in working in an ERP environment

- Related professional experience in multi-national or FMCG environment

Behavioral Competencies:

- Strong influencer, able to challenge management and staff where appropriate

- Charismatic and dynamic

- Excellent team player, able to develop strong relationships with colleagues and peers

- Leads by example, and lives the company's values

- Ability to coach and motivate team members and foster a cooperative team environment

- Ability to communicate effectively both orally and in writing.

- Ability to build productive working relationships across functional areas

- Capable of being entrusted with - confidential- information

- Ability to cultivate an environment focused on customer satisfaction

- Ability to identify and document personal skill development goals and milestones

- Ability to troubleshoot problems for others

- People management and leadership skills

Technical and Process competencies:

- Budget management

- Ability to consider cost-impact versus customer-impact and able to find the right balance

- Computer skills (Microsoft office: Excel, Outlook, PowerPoint)

- Extensive knowledge and understanding of Customer Service Management processes

Key Metrics

- CSAT

- Service level (impact on beer delivery)

- First level resolution

- Average handling time

- Order processing within lead time (D-1, D-2)

- SLAs delivery