Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
11/05 Neha Jain
Assistant Manager - Recruitment at Profuse HR Consultancy

Views:438 Applications:146 Rec. Actions:Recruiter Actions:35

Manager - Customer Service - BFSI (8-18 yrs)

Bangalore Job Code: 923949

Responsibilities :

- Be responsible for performance, training, managing, and growing the global Customer Support team, with responsibility for strategic and operational planning and personnel development.

- Establish and drive execution against the strategic and operational goals for our Support organization, including, building methods to measure success, and setting targets for key metrics.

- Define, communicate, and act on in-depth Customer Support related KPIs or trends, ensuring optimal customer NPS and reference ability around our Support programs.

- Provide subject matter expertise on customer care strategies and processes.

- Drive operational process improvements to build consistency and emphasis on quality into Customer Support delivery.

- Ensure SLA obligations with customers are observed and met by internal or cross-functional team members, escalating as necessary at executive stakeholder levels using judgment and discretion

- Enhance existing and develop new Service Plan offerings, to improve overall customer experiences.

- Collaborate with Product and Engineering teams to evaluate incident data and design new offerings and features or improve existing ones with serviceability and NPS in mind.

- Maintain knowledge bases to provide the audiences with access to a reliable source of self-service technical information and Customer Support procedures.

- As appropriate, develop and maintain relationships with third-party service providers to grow partnerships to improve the scalability of support activities.

- Executing tactical plans and initiatives that exceed customer expectations resulting in increased customer satisfaction and employee satisfaction that will be realized with serviceability and NPS in mind.

- Maintain knowledge bases to provide the audiences with access to a reliable source of self-service technical information and Customer Support procedures.

- As appropriate, develop and maintain relationships with third-party service providers to grow partnerships to improve the scalability of support activities.

- Executing tactical plans and initiatives that exceed customer expectations resulting in increased customer satisfaction and employee satisfaction that will be realized in lower attrittion and higher productivity.

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

Add a note
Something suspicious? Report this job posting.