Job Description

Customer Services Manager, India Plant
Pune

-

IN
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What you will do:

The Customer Service Manager is responsible for managing and enhancing the customer experience at the India Plant. This position demands a strategic leader who is adept at fostering relationships with clients, ensuring that their needs are met efficiently and effectively. The Customer Service Manager will oversee the customer service team's operations, implement best practices, and ensure that service levels are consistently high, ultimately contributing to customer satisfaction and loyalty.

How you will do it:

Lead the customer service team to deliver exceptional service, establishing performance metrics and ensuring compliance with service level agreements (SLAs).
Develop and implement customer service strategies that enhance the customer experience, streamline processes, and resolve issues promptly.
Act as the primary point of contact for customer inquiries and complaints, coordinating with relevant departments to ensure timely resolutions.
Monitor and analyze customer feedback, using insights to inform service improvements and enhance overall customer satisfaction.
Collaborate with sales, marketing, and operations teams to ensure a cohesive approach to customer service and support initiatives.
Provide training and ongoing development to customer service representatives, promoting a culture of excellence within the team.
Prepare and present reports on customer service performance, identifying trends and areas for improvement.
Build and maintain strong relationships with key customers, understanding their needs and ensuring their expectations are met.

What we look for:

Overall, 15+ years. The ideal candidate should possess a bachelor’s degree in business administration or a related field, with 8-10 years of experience in customer service management, preferably within the HVAC industry. Proven track record of leading teams, excellent communication skills, and strong problem-solving abilities are essential. Familiarity with CRM software and customer service best practices is highly desired.

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