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    Customer Service Manager - Mumbai, India - Coutloot

    Coutloot
    Coutloot Mumbai, India

    Found in: Talent IN C2 - 4 days ago

    Default job background
    Description

    1. To Lead and manage a team of 2 Associate Managers and 15-25 Customer Service Associates;

    2. Responsible for the overall direction and performance of the team

    3. Implement change or develop new processes as necessary to provide the ability to better service multiple work type's

    4. Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals while making the team accountable for meeting and exceeding performance targets

    5. Carry out supervisory responsibilities in accordance with policies and procedures

    6. Manage the career growth and development of the Customer Support team

    7. Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

    8. Drive creation of staffing plans, schedules, quality initiatives, process change initiatives,

    9. Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.

    Requirements

    • Proven working experience as a Customer Service Manager, Retail Manager or Assistant 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
    • BS degree in Business Administration or related field
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