TA Executive at Girnarsoft
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GirnarSoft - Manager - Customer Excellence (7-15 yrs)
- 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.
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