Manager-Customer Support

Hiring!

Designation : Manager -CSD (Customer Support)

Experience : 10 to 12 years

Job Location : Noida , Sector -63

Company Name : Fusionnet Web Services Pvt Ltd (SAR Group)

Note : Preferred candidate from the telecom back ground only

Job Description:

• Managing end to end customer life cycle of Retail customers account.
• Managing Day-to-day Operations like customers Renewals, Customer Service Requests & Complaints.
• Manage 10 to 15 people in team
• Managing retention programs and processes across a variety of direct-to-customer channels Outbound & Inbound, Manual / Assisted (tele-calling) & Automated (including email, SMS, push notifications).
• Manages customer support staff to ensure service level agreements (SLA) for services.
• Managing Performance target for Inbound Call Center i.e., Call Service Level, Quality, CSAT, NPS, Abandon % & response time.
• Monitoring performance management of KPIs (Productivity, Quality, AL, SL, Lead Conversion, Renewal etc.) on Daily, Weekly & Monthly Bases.
• Analysis of various customer issues and engage with multiple stakeholders for improving customer experience in After acquisition/Renewal.
• Monitoring and analysing team performance, develop, and implement employee training programs, and establish vital systems to resolve customer Queries.
• Review Weekly & Monthly SLAs improvement for CS Operation and CSD Team productivity.
• Providing direction, motivation, and training to the Customer Service Team for ensuring optimum performance.
• Presenting service dashboards, incident analysis reports, suggesting corrective action plans for customer benefit.
• Work with cross-functional teams to ensure that the right retention tools are in place and teams are sufficiently empowered to engage with customers and retain them.
• Preparing management reports.
• Maintaining Monthly, Quarterly & Half Yearly, Annual Data & Audit Reports for TRAI/DOT.

Regards

Shraddha Singh

Human Resource

Mobile No : 9643300310

Email id : Shraddha.singh@fusionnet.in