Customer Service Manager

The ideal candidate is responsible for leading a team of trained Employee Help Desk Service Executives who provide our employees with a delightful, frictionless experience. Essential Qualities Excellent planning and organizational skills with strong attention to detail. Meticulous MIS. Strong communication skills (written and spoken) - English and Hindi is a must. Ability to work both independently and in a team environment. Team player who supports a workplace culture of progress, discipline, transparency, and improvisation embedding best practices. Capable of working effectively in a variable working environment. Strong acumen for Customer Service. Basic Qualifications: Strong computer literacy with excellent Excel skills. Previous experience in investigative or complaint-handling roles, where gathering and comparing multiple sources of information was required. Should have handled inside sales. Ability to work under pressure. Responsibilities Handle Inquiries and Complaints. Train, coach and guide the team. Lead discussions with clients and Internal Stakeholders on active Leads, complaints, unresolved issues, escalations and reports. Execution of Net Promoter Score and closing loop with account managers for Detractors. Identifying the process gaps and rectifying it. Quality Assurance thorough review of the work completed by team, capture errors and take corrective actions Generating and analysing MIS Reports on a periodic basis. Collecting Client Testimonials and Associate Reviews online. Adhere to defined SLA's (Service Level Agreements) and timelines. Qualifications MBA Degree or equivalent experience 5+ years" of customer service. 3+ years in Inside Sales. Excellent written and verbal communication skills Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.),

Key Skills

• Strong communication skills
• Customer Service
• Computer literacy
• Inside sales
• Quality Assurance
• Excellent planning
• Organizational skills
• Meticulous MIS
• Team player
• Excel skills
• Investigative skills
• MIS Reports analysis
• Client Testimonials collection
• SLA Adherence
  
  

Recruiter Details

• ManpowerGroup India
• Kolkata
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Company Details

ManpowerGroup India