16/01 Sanjana
Recruiter at OnePlus

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OnePlus - Service Center Manager (3-5 yrs)

Bangalore/Delhi/Mumbai Job Code: 654236

Job description

About the Role

1. Improving customer service experience, create engaged customers and facilitate organic growth

2. Taking ownership of customers issues and following problems through to resolution

3. Setting a clear mission and deploying strategies focused towards that mission

Responsibilities :

- Ensuring the efficient and effective operation of the Service Center

- Elaboration and implementation of strategies for the development of the Service Center

- Ensuring efficient and effective human resources services

- Ensuring efficient logistical services, including office procurement

- Information and communication management

- 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

- Analyse statistics and compile accurate reports

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments and apply best practices to areas of improvement

- Control resources and utilize assets to achieve qualitative and quantitative targets

- Adhere to and manage the approved budget

- Maintain an orderly workflow according to priorities

Requirements

- Proven working experience as a customer service manager, Center manager.

- Experience in providing customer service support

- Excellent knowledge of management methods and techniques

- Proficiency in English

- Working knowledge of customer service software, databases and tools

- Awareness of industry's latest technology trends and applications

- Ability to think strategically and to lead

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation

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