The Customer Service Manager is responsible for providing highest level of Customer Care to Vectones customers. This role is a mixture of managing inbound Customer Services and managing outbound Telesales for generating new sales. The key responsibilities for this position are as follows Management of the Customer Service department based in London and Chennai for providing highest level of Customer Care for eight European markets Vectone currently operates and promote a number of products including PAYG Mobile, Pay Monthly Mobile, and Calling Cards Strategic planning, development, implementation and delivery of Customer Care standards ensuring that the level of Customer Care is able to meet the expectations and aspirations of the business Development and implementation of policies and procedures that enable operational excellence, improve customer satisfaction, increase Customer Services Agent engagement, and meet regulatory compliance and industry standards Recruit, train and retain multi-lingual Customer Service Agents Manage and improve the existing customer complaints escalation process and refund claims Ensure Agents/Teams are focused on achieving Up Sales targets from Inbound calls and Outbound sales targets set by the management Regularly review the performance against agreed objectives and targets Set up and monitor KPIs, SLAs, targets, processes and procedures Liaise with inteal departments for achieving the objectives of Customer Services Department Contribute to ongoing development of CRM systems, reporting systems, monitoring systems and call handling systems Regularly report to the Management about the performance of Customer Services Department To be considered for this role you must have: Immediate availability Minimum of 10 years previous experience in Customer Service Management Ability to demonstrate strong leadership skills A flexible and highly motivated attitude towards work Able to work in a fast-paced, self-directed entrepreneurial environment The ability to multi-task and priorities many activities Proven financial awareness with ability to work within budgets and time frames For further information, please email your up-to-date CV to the HR Department, stating why you should be considered for this position, your current/desired salary and availability to start a new role. If you have not heard from us within 2 weeks of applying, then unfortunately on this occasion you have been unsuccessful.
|Salary||1 Lac 25 Thousand To 3 Lac 25 Thousand P.A.|
|Industry||ITES / BPO / KPO / LPO / Customer Service / Operations|
|Work Experience||10 Years|
|Qualification||Other Bachelor Degree|
|About Company||Located in Delhi, Anant Global Placement Services is a fast growing placement and recruitment agency known for providing excellent services at highly competitive charges. We provide placement and manpower recruitment services all over India and mainly in Delhi. We are also career consultant and have provided guidance to many graduates, students and professionals so far. Our services are very reliable and we charge a very nominal fee. All our services are anchored by a team of diligent professionals who hold laurels in their domain. We also have woven network with various recruitment and placement agencies, companies and professionals. Our services are very fast!|