Manager - Customer Service

Role & responsibilities

1. Lead and manage a team of Customer Service Executives handling sales and service inquiries in the field of audio-video automation and related technologies.

2. Oversee and ensure the delivery of excellent customer service through various channels, including email, phone, and CRM systems.

3. Provide guidance, training, and support to customer service executives, fostering a positive and efficient work environment.

4. Monitor team performance, set targets, and implement strategies to achieve customer satisfaction goals.

5. Collaborate with other departments, particularly sales and technical support, to address customer needs and resolve issues promptly.

6. Utilize CRM and Tally ERP systems to track customer interactions, manage service requests, and maintain accurate records.

7. Act as a point of escalation for complex customer issues, ensuring timely resolution and customer satisfaction.

8. Analyse customer feedback and trends to identify areas for improvement and implement corrective actions.

9. Conduct regular performance reviews and provide constructive feedback to team members.

10. Stay updated on industry trends and product knowledge to support the team in addressing customer queries effectively.

11. Supervise and support customer service executives in the creation of quotations, sales order forms, and invoices using Tally ERP, ensuring accuracy and compliance with company policies.

12. Monitor the invoicing and payment tracking process to ensure timely collection of outstanding payments from customers.

13. Collaborate with the finance department to address any billing discrepancies or payment-related issues.

14. Conduct regular audits of sales orders, invoices, and payment records to maintain data integrity and adherence to accounting standards.

15. Implement efficient systems for tracking outstanding payments, sending reminders, and managing collections.

Preferred candidate profile

1. Bachelor's degree in business, technology, or a related field.

2. Proven experience in customer service, with at least 2 years in a leadership or supervisory role.

3. Familiarity with audio-video automation and related technologies is an advantage.

4. Strong communication and interpersonal skills.

5. Proficient in using CRM systems and Tally ERP for customer management and order processing.

6. Ability to analyze data and identify trends for process improvement.

7. Leadership qualities with the ability to motivate and develop a high-performing team.

8. Excellent problem-solving skills and a customer-centric mindset.

This role requires a dynamic individual capable of managing a team in a technology-driven SME environment, ensuring exceptional customer service in the audio-video automation sector.