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Customer Support Manager

For a client of TeamLease Services Ltd
Experience : 8 to 20 Years
Education : BSc
Skills : ccm
Location : Chennai
Per Year: Rs. 10,00,000 - Rs. 12,00,000
Posted on 15 Oct 20
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Job DescriptionLast Date 14 Dec 20

§ Develop and implement technical customer service policies and procedures in line with our quality expectations

§ Should be able to define targets based on call quality, connectivity, CSAT and other relevant metrics for teams

§ Should be able to define and implement call flows, SOP for incoming channels such as calls, emails, Web and social enquiries

§ Direct the daily operations of the technical customer service team

§ Recommend and ensure industry standard resources and tools for quality technical customer service delivery

§ Handle complex and escalated technical customer service issues

§ Identify and implement strategies to improve quality of service, productivity and efficiency

§ Should have experience in managing projects and initiatives for on-boarding new customer service lines into the existing SOP and streamline the operations

§ Identify and address team training and coaching needs

§ Evaluate and performance manage staff

§ Liaise with management to support and implement growth strategies

§ Analyze relevant metrics to determine technical customer service outputs

§ Monitor accuracy of reporting and database information

§ Track customer complaint resolution

§ Plan, prioritize and delegate work tasks to ensure proper functioning of the department

§ Define and communicate technical customer service standards

  • Customer Support Manager
  • Experience : 8 to 20
  • Per Year : Rs. 10,00,000 - Rs. 12,00,000
  • Job Type : Full Time


Job Type : Full Time
Company Description
TeamLease Services established in 2002, is one of India's leading human resource service companies in the organized segment. A Fortune 500 company listed on both NSE & BSE markets, with eight offices and 1400 clients across the country. The company at present has about 100,000+ live associates/ trainees spread across the country and have till date given employment to 1.5+ million people with an aim to hire millions more.
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