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12/08 Anshul Saluja
Associate Consultant at CareerNet Technologies Pvt Ltd

Views:4556 Applications:580 Rec. Actions:Recruiter Actions:51

Director - Customer Service - BPO (10-20 yrs)

Bangalore Job Code: 731201

- Develops and implements policies.

- Responsible for employees- training and development.

- Partners with the management team to align customer service department policies and systems with the company's objectives.

- Oversees customer issues and ensure effective and long-term problem resolution.

- Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.

- Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

- Maintains in-depth working knowledge of Company systems and processes.

- Sets performance standards to meet the service goals of the company.

- Coaches Customer Service Team in order to achieve high performance.

- Structures the training agenda for department members.

- Measures Customer Service Representatives- performance and makes employment decisions.

- Provides feedback to the company regarding service failures or customer concerns.

- Provides feedback to the Operations team to ensure all customers have accurate and timely information on order status and/or changes.

- Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.

- Assists Customer Service Representatives, Reps/Dealers/Sales in troubleshooting orders that require special handling.

- Responds to customer inquiries and problem-solving in a professional and effective fashion.

- Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.

- Performs other related duties as assigned.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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