Coffee Day - Manager - Customer Service - Technical

Reports to: President/Service Head

Knowledge, Skills & Abilities:

Knowledge :

- Lead team towards achieving customer satisfaction

- To maintain adhearance to SOP

- Handling all technical issues within the said TAT

- Help resolve problems through technical & non technical insights

Skills :

- Good Leadership and Team management skills

- Good analytical & problem solving skills

- Effective Verbal & written communication skill

- Good computer knowledge to understand and run service softwares

Qualifications :

Management Graduate, preferably with Engineering Background

Duties & Responsibilities :

Operation:

- Appointment of new Technicians

- Taking care of breakdown and maintenance of machines

- Data collection of machine nos.

- Controlling cost, allocating resources as per priorities and company requirements.

- Handling service data to report to the higher authorities.

- Machines and Spares planning

- Refurbishment Planning

- Monitoring all Service Activities

- Interacting with R&D on machine development

Financial:

- Provide excellent customer service

- Manages the Client Service Coordinators (creates staff schedules, manage workflow, handles staffing and employee issues, enforces departmental policy and procedures)

- Accurately performs registration process for new and existing clients

- Schedules appointments according to established procedures

- Make reminder calls to clients

- Meets agency participatory expectation

- Assure that staff is provided with proper training, instruction, tools, and methods to perform their jobs

- . Lead and motivate staff in handling change, building trust, and partnership. Encourage and build a team environment

- Perform timely performance evaluations, as well as appropriate disciplinary actions. Evaluate all Customer Service Staff on communication skills and technical knowledge

- Ensure that all Customer Service Representatives have up-to-date benefit information

- Ensure Customer Service follow-up methods and procedures are complete and meet time standards

- Develop and train senior staff to provide a high level of support

- Create method to provide feedback and Quality Assurance on identified errors

- Assist with Client Services as needed

- Capture and report on all Customer Service measurements, production, and turnaround time metrics

Lead Team Competencies :

- Excellent Customer Centricity

- Should lead through example

- Should have Growth oriented mindset

- Should contribute to Process excellence

- Should be Commercially savvy