Customer Service Manager_Jaipur
Aditya Birla Group · Not specified · onsite · Posted 44d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated
Supporting Actions (Max 1325 Characters)
Contact center operations
- Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
- Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
- Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
- Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
- Manage escalations received from team members, and facilitate quick resolution
- Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
- Carry out data analysis to derive insights for ensuring process optimization
- Organize trainings for team members to update them with information around new products, regulatory changes, etc.
- Ensure sales assist out call is done to all leads received through various marketing and business development activities
- Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
- Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
- Perform cross selling and upselling calling to existing customers
- Ensure compliance of all processes with regulatory guidelines and ABFSG standards
- Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
- Share updates on operational issues with Section Head – Service Delivery
- Build a strong, efficient and motivated team of customer service agents for the contact center
- Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
- Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
- Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team
Sourced from foundit
Skills
Customer Serviceteam managementMIS Reportingdata analysis
About Aditya Birla Group
Aditya Birla Group
Metals & Mining
227.5k+
employees
1857
169 years old
Mumbai, Maharashtra
India
About
Aditya Birla Group is a Fortune 500 global conglomerate. The company's businesses have grown into global powerhouses in a wide range of sectors metals, textiles, carbon black, telecom and cement.
Industries
Metals & MiningFinancial ServicesBuilding MaterialRetailTelecomChemicals
Employee ratings
2,383 reviews
4.1/ 5
Culture
3.9
Career growth
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Work-life
4.0
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