Customer Service Manager at Safal Steel

Description

• Drive customer centricity by ensuring that the processes and the teams deliver on the desired customer experience.

Requirements
Key responsibilities:

• To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
• To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
• Responsible for process deliverables as per agreed SLA's and quality.
• Performance Management. Ensure timely appraisals of the customer service team.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determine customer service requirements by maintaining contact with customers;
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.
• To track & ensure closure of complaints.

Qualifications required:

• Minimum academic qualification: Bachelors of Business Administration
• Qualifications as an added advantage: MBA – Business Administration
• Professional registration:

Experience required:

• General work experience (years):7 - 10 years
• Specific to the position (level/discipline/years): 6 years

Key competencies and skills:

• Excellent spoken Communication skills
• Influencing skills
• Probing skills
• Analytical skills
• Interpersonal skills
• Problem Solving skills
• Mentoring skills
• Decision making skills
• Strong planning & organizing skills
• Skilled in strategy and business development
• Strong leadership skills,
• High on initiative and ability to manage ambiguity