Customer Support Head

We are looking for a CS Lead whose role is to provide high quality customer service to customers to ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer service workers.

Responsibilities
ï‚• Overall responsibility for the development, performance, and maintenance of the customer service activities of the organization
ï‚• Meet our targets and those of the team as a whole
ï‚• Efficient running of the team
ï‚• Contribute to the training and development of the team
ï‚• Achieve maximum profitability and growth in accordance with organization plans
ï‚• Direct and manage all the customer service activities
ï‚• Direct, manage and monitor the overall performance of the customer services team
ï‚• Effective liaison, support, and assistance between the customer services department and the rest of the organization
ï‚• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
ï‚• Utilize a CRM system to manage the functions of receiving, analysing, resolving, and documenting customer issues and complaints in accordance with agreed requirements
ï‚• Development of plans for customer services activities to include customer management to achieve satisfaction targets
ï‚• Support all other departments with customer service and related issues
ï‚• Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching, and general support of all team members to ensure targets are met
ï‚• Reporting (content and format as agreed) on a monthly basis or as otherwise required
ï‚• Developing plans for team activities to include strategy to achieve agreed targets
ï‚• Delegate authority and responsibility to team with the supervision, accountability and review
ï‚• Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
ï‚• Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
ï‚• Maintain accurate customer service records
ï‚• Control expenses to meet budgetary controls
ï‚• Interact and co-operate with all members of the organization, its suppliers, and clients/customers

Requirement:
ï‚• Experience in this type of job role- 5+ years
ï‚• Senior level experience of customer services governance
ï‚• Thorough understanding of customer services management obligations (including statutory obligations), requirements and dynamics
ï‚• To be able to use computer software – insert as applicable
ï‚• Ability in customer services management and control
ï‚• Leadership with ability to motivate and manage a team
ï‚• Project management skills
ï‚• Ability to work under pressure.

Location: Raipur