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Urgent Opportunity For Sr Manager/AGM - Customer Service

10.00 to 20.00 Years   Hyderabad   30 Jun, 2021
Hathway Cable & Datacom Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryInternet / E-Commerce
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Roles and ResponsibilitiesCustomer Relationship Management :

  • Supervising Customer Service operations for rendering and achieving quality services .
  • Handling customer grievances and escalations through all contact points .
  • Supporting Vendors to achieve set targets on all KPIs.
  • Manage key operational metrics on Service delivery , TAT management .
  • Deploy new Process and tested applications in Customer Relationship Management and provide relevant feedback on Areas of Improvement .
  • Contributing towards Process Deployment and Enhancement by generating regular MIS on various Activity Trackers .
  • Effective Cross functional co-ordination with various stake holders .
Team Management :
  • Providing direction , motivation and training to the Customer Service Team , ensuring optimum performance .
  • Recruiting , mentoring & training team members to deliver quality service in the market .
  • Manpower optimisation and productivity enhancement across all processes with control on cost spent.
Call Centre Management :
  • Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Desired Candidate Profile
  • Frontline Customer Interface
  • Team Management
  • Vendor Management
  • Resource Optimisation
  • Call Centre Operations
  • Budgeting and Forecasting
  • Documentation & Compliance
  • Process Audits
  • Training & Development .
  • Technical knowledge on Internet & related configurations .
  • Strong communication skills .
Min experience of 10 years in Telecom / ISP sector with > 6 years in Manager / Sr Manager role in Managing Customer Service ,

Keyskills :
call center operationscustomer service operationscross functional coordinationcustomer relationship managementsystem auditcustomer serviceservice deliveryquality assuranceservice operationsprocess improvementcommunication skillscustomer relatio

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