Deputy Manager - Customer Service
Job Description:
We are seeking a dynamic and experienced individual to join our team as a Deputy Manager. The ideal candidate will be responsible for overseeing a team of customer service representatives, ensuring exceptional service delivery to our valued customers. This role requires a strong focus on people management, product knowledge, and process improvement.
Key Responsibilities:
People Management:
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and objectives.
- Conduct regular performance evaluations, provide feedback, and identify areas for improvement.
- Develop training programs to enhance the skills and knowledge of team members.
- Foster a positive and collaborative work environment that encourages teamwork and continuous learning.
- Handle escalated customer issues and complaints effectively, demonstrating professionalism and empathy.
Product Knowledge:
- Develop a deep understanding of our products and services to effectively support customers and provide accurate information.
- Stay updated on product updates, features, and specifications to ensure team members are well-informed
- Conduct product training sessions for team members to enhance their product knowledge and improve customer service delivery.
- Collaborate with product development teams to provide feedback based on customer insights and experiences
Process Improvement:
- Identify areas for process improvement within the customer service department and implement strategies to enhance efficiency and effectiveness.
- Analyze customer service metrics and performance data to identify trends and opportunities for improvement.
- Develop and implement best practices and standard operating procedures for customer service operations.
- Work closely with cross-functional teams, including sales, marketing, and operations, to streamline processes and improve the overall customer experience.
Communication and Collaboration:
- Maintain open and transparent communication channels with team members, peers, and leadership.
- Collaborate with other departmental leaders to ensure alignment of goals and objectives.
- Act as a liaison between the customer service team and other departments to facilitate smooth coordination and resolution of issues
Desired Profile / Criteria / Skills :
Qualifications and Skill Set Requirements:
- Bachelor's degree in business administration, marketing, or a related field.
- Proven experience in a customer service leadership role [minimum 5 years], with a track record of success in managing teams and achieving performance targets.
- Excellent communication [Verbal & written], interpersonal, and problem-solving skills.
- Strong analytical abilities with the ability to interpret data and make data-driven decisions.
- Proficiency in customer service software and CRM systems.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Customer-centric mindset with a passion for delivering exceptional service.
- Availability to work flexible hours, including evenings and weekends, as needed.
- Knowledge of industry-specific regulations and compliance standards.
- Familiarity with telephone etiquette and call centre procedures.
Company Profile
The company is a world-renowned $13 billion conglomerate with presence across various sectors: Steel, Energy, Minerals, Port & Infrastructure, Cement, Ventures & Paints across India, the US, South America & Africa.
Leveraging their extensive distribution network & supply chain mgmt. exp, they bring to India their B2B Ecommerce ---.
This is a growth oriented tech company that is building the most preferred --- stop, omni-channel & integrated tech-led offering for MSMEs, Individual Home Builders (IHBs) & turn-key construction contractors.
Key Clients :
MSMEs: Manufacturing business that require steel for industrial use.
Independent Home Builders (IHB's): Those who build residential properties on their own land (may not be an enterprise).
Independent Customers: Builders, who develop properties for personal end use.
Influencers: This group consists of masons, contractors, architects, fabricators, interior designers etc.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.