Senior HR at Just Dial Ltd
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Just Dial - Manager - Customer Success/Customer Service - SaaS Tool (5-9 yrs)
Dear All,
Justdial is currently hiring for CS Manager @ Mumbai, Malad west location.
PFB details :
Customer Success Manager - SAAS Tool
Job Description
- The customer success manager is responsible for providing quality and efficient customer service for a SAAS based tool used by over 25,000 users.
- The position is responsible for daily management of a team of technical support executives (customer success executives) which includes work allocation, monitoring, motivating, recognizing and rewarding, training and active problem solving.
- Continuous evaluation of processes to fill in gaps or improve operation efficiency.
Key Responsibilities
- Manage a team of customer support executives to ensure that customer service calls and cases are answered in a timely, efficient and knowledgeable manner.
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Ensures team members have appropriate training and other resources to perform their jobs.
- Responds to and resolves employee relations issues expressed by team members.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Addresses disciplinary and/or performance problems according to company policy.
- Works as a member/leader of special or ongoing projects that are important to area/process improvement.
- Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
- Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Uses appropriate judgment in upward communication regarding department or employee concerns.
Education Qualification :
- B.E/B.Tech/M.E/M.Tech/B.Sc IT or CS/M.Sc in IT or CS/BCA preferred but not required
- MBA/PGD preferred but not required
Personal Traits :
- Exceptional interpersonal and communication skills, including strong writing and speaking skills
- Internally Motivated and Self Starter
- Proven analytical skills and highly comfortable with numbers
- Well-developed problem solving skills allowing individuals to remove obstacles for teams and set expectations in ambiguous situations.
- Innovative solution seeking attitude
- Ability to make decisions independently/propensity to make calculated risks
- Excellent organisational skills with an ability to manage multiple tasks to completion
Salary offered: 7 - 11 LPA
Ekta Jaiswal
Justdial Ltd
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