Customer Service

Position: Manager / Executive– Customer Service

Job role / responsibilities

• Understanding various service levels agreed with customer and creating an action plan withtimelines for each customer based on the same

• Meeting the key customers to understand their requirements and issues faced and definingsolutions for them

• Investigating, identifying and coordinating with other functions for resolving customerissues faced

• Creating a schedule of telephonic calls with all customers each fortnight/month forgathering inputs from them on any product service related issues faced

• Regularly monitoring the service level provided to customers and highlighting concern areasto relevant teams for their resolution

• Providing inputs to Marketing and Sales teams on customer service requirements forformulation and periodic review of customer service policies and processes and ensuring itsadherence in all markets for all customers

• Identifying gaps in customer service orientation across the organization and enablingcustomer service culture through various training and other relevant interventions

• Helping contribute to revenue generation through customer service and providing salesleads for cross selling / up-selling

• Monitor, checking and enabling resolution of escalated customer issues for both domesticand international shipments, and installations etc.

• Identification of improvement areas in CSEs and explain and defining a trainingmethodology on effective handling of calls