Responsibilities - Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures. - Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. - Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. - Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. - Managing the customer support department's day-to-day functions. - Responding to escalated customer support issues. - Implementing customer support processes to enhance customer satisfaction. - Formulating and revising customer support policies and promote their implementation. - Informing the team of all new information related to products, procedures, and trends. - Assessing support statistics and preparing detailed reports on the findings. - Improve customer service experience, create engaged customers, and facilitate organic growth - Take ownership of customers issues and follow problems through to resolution - Set a clear mission and deploy strategies focused towards that mission - Develop service procedures, policies, and standards - Keep accurate records and document customer service actions and discussions - Analyze statistics and compile accurate reports - Keep ahead of industry's developments and apply best practices to areas of improvement Requirements - Proven working experience as a Customer Service Manager with minimum 5+ years' experience and overall 8-10+ years. - Good analytics skill using excel or other data platform. - Experience with Jira/Service now or similar incident management platforms. - Good to have excellent knowledge of management methods and techniques - Good to have working knowledge of customer service software, databases, and tools - Ability to think strategically and to lead - Advanced troubleshooting and multi-tasking skills - Should be able to prioritize issues according to customer impact - Proven experience as a customer support specialist, preferably within a similar environment. - Prior experience in a managerial or supervisory role will be advantageous. - Top-notch oral, written, and interpersonal abilities. - Well-developed arbitration skills with the ability to remain impartial.

Noida

Hyderabad

DLT Labs - Customer Success Manager 

DLT Labs - Customer Success Manager  ,Job Description for DLT Labs - Customer Success Manager  in DLT Labs in  Noida Hyderabad for (7-12) years of experience. Apply Now!

Job Description for DLT Labs - Customer Success Manager  in DLT Labs in  Noida Hyderabad for (7-12) years of experience. Apply Now!