GirnarSoft - Manager - Customer Excellence

- Develop standard operating procedures for the support team for capturing post-sales experience

- Flexible approach to ensure established service levels are achieved

- Devise strategy to improve quality of customer service processes and drive projects

- Drive target NPS score, thus increasing overall customer (all stakeholders) satisfaction with support

- Keep the team motivated and create an inspiring team environment with an open communication culture

- Drive internal training programs, while working with vendors

- Set clear team goals, oversee day-to-day operations, monitor team performance and publish reports to management

- Conduct satisfaction survey and take actions to improve the service

- Lead the resolution of service issues and priority escalations

- Research, analyze and resolve customer issues in an accurate and timely manner while maintaining ownership of the issue

- Proven work experience as a support manager/supervisor

- Deliver high quality and timely resolutions to problems

- Excellent communication and leadership skills

- Customer-centric attributes and E-commerce-focused with the ability to work effectively and professionally with both internal and external customers

- Ability to perform work activities requiring negotiating, instructing, persuading or speaking with the customers and partners

- Ability to work in a high-stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers

- Positive & proactive attitude, excellent attention to details and comfortable in working with cross-functional teams

- MBA or any similar professional training/course.