Company name: Optistaff Solutions Private Limited Experience: 2-6 Years No of post: 12 Location: Lucknow Salary: 40-60k PM Job Type: Full Time
Job Summary: We are seeking a highly skilled and experienced Senior Manager to oversee our customer satisfaction and services department. The Senior Manager will be responsible for ensuring the delivery of exceptional customer service experiences, driving customer satisfaction, and building long-term relationships with our clients. This role requires strong leadership abilities, strategic thinking, and a customer-centric approach to business. The ideal candidate will possess excellent communication skills, a passion for customer advocacy, and a track record of implementing successful customer service initiatives.
Responsibilities:
Strategic Planning: Develop and implement strategic plans and initiatives to enhance customer satisfaction, loyalty, and retention. Collaborate with cross-functional teams to align customer service efforts with business objectives.
Team Leadership: Lead and mentor the customer service team, providing guidance, coaching, and support to ensure high performance and employee engagement. Foster a culture of excellence, accountability, and continuous improvement.
Customer Experience Management: Oversee all aspects of the customer journey, from initial contact through post-sales support. Monitor and evaluate customer interactions to identify areas for improvement and implement solutions to enhance the overall customer experience.
Service Quality Assurance: Establish and maintain service quality standards and metrics to measure performance and customer satisfaction. Conduct regular assessments and audits to ensure compliance with established standards and identify opportunities for improvement.
Issue Resolution: Manage escalated customer issues and complaints, ensuring prompt and effective resolution. Work closely with internal stakeholders to address customer concerns and implement corrective actions as needed.
Customer Feedback and Insights: Collect, analyze, and act upon customer feedback and insights to drive continuous improvement and innovation. Implement feedback mechanisms to capture customer sentiment and preferences.
Training and Development: Develop and deliver training programs for customer service staff to enhance their skills, knowledge, and performance. Provide ongoing coaching and professional development opportunities to support career growth and succession planning.
Technology and Tools: Evaluate and implement customer service technologies and tools to streamline processes, improve efficiency, and enhance the customer experience. Stay abreast of industry trends and best practices in customer service management.
Requirements:
Bachelor's degree in business administration, marketing, or a related field. Master's degree preferred.
Minimum of 7 years of experience in customer service management, with at least 3 years in a leadership role.
Proven track record of driving customer satisfaction and loyalty in a service-oriented environment.
Strong leadership and management skills, with the ability to inspire and motivate teams to achieve results.
Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
Strategic thinker with analytical abilities and problem-solving skills.
Knowledge of customer service best practices, quality assurance principles, and service delivery models.
Proficiency in customer relationship management (CRM) systems and other relevant technologies.
Benefits:
Competitive salary and performance-based incentives
Health, dental, and vision insurance
Retirement savings plan
Paid time off and holidays
Professional development opportunities
Application Process:
To apply, please submit your resume and a cover letter outlining your relevant experience and qualifications for the role. In your cover letter, please also include your salary expectations and availability for an interview. We thank all applicants for their interest; however, only those selected for an interview will be contacted.