Customer Service Manager

Responsibilities:
• Take ownership of customers issues, queries and addressing for resolution.
• Developing close working relationships with the customer’s key stakeholders and decision makers.
• Delivering customer services to ensure resolution of enquiries and complaints within short turnaround time.
• Manage the customer service team, ensuring internal and external meetings, colleague engagement, development, and performance management.
• Maintain a track of customer issues, resolutions and lesson learnt.
• Engaging with concerned customer teams on regular basis for service review meetings.
• Working closely with customer services team and other departments to develop, introduce and implement new working practices to develop a continuous improvement culture.
• To keep a track of all MIS reports, Customer Surveys and feedback through various channels.
• Set a clear mission and deploy strategies focused towards that mission.
• Identifying new business and organic growth opportunities during service review meetings.
• Develop service procedures, policies and standards with customer services domain.
• Adhering to Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
• Working with internal stakeholders to meet customer requirements.