Job Description

Mumbai - India

Sales Support /

Employee: Full Time

/ On-site

Why We Work at Dun & Bradstreet

Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us!

Location: Navi Mumbai

Job Purpose:

The primary objective of the Customer Service Team Lead position is to enable the delivery of service levels that ensure the optimal customer experience, fostering customer retention, and identifying additional opportunities. This dynamic and customer-centric role demands strong communication skills, requiring candidates to establish and sustain excellent client relationships. Successful candidates will lead the service team, manage critical clients, address escalations and unique requests, prioritize work tasks, monitor team performance, and serve as a center of competence on processes, systems, and procedures.

Key Responsibilities:

1. Customer Profiling:

- Create comprehensive customer profiles once clients are onboarded.

- Maintain detailed records of client preferences, needs, and history for personalized service.

2. Product Demonstration and Explanation:

- Provide in-depth product demonstrations and walkthroughs of D&B\'s product portals.

- Explain the features, content, and functionality of the product to clients.

3. Issue Resolution:

- Resolve escalations promptly

- Collaborate with internal stakeholders, product partners, and international counterparts, as necessary, to ensure timely resolution.

- Monitor and manage the client\'s concerns throughout the resolution process.

4. Client Relationship Maintenance:

- Manage critical clients through regular client interactions, both offline and online, to maintain and strengthen client relationships.

- Address client feedback and concerns promptly, surpassing expectations.

- Cultivate long term relationships to enhance client loyalty.

5. Leadership

- Demonstrate effective problem solving and decision-making abilities

- Guide, monitor and lead team members.

- Foster a positive and encouraging team environment -Lead by example embodying core values i.e. Simplify, Accelerate, Delight and Innovate.

-Mentor the team through regularly counseling, coaching and appraising performance.

Requirements

• Qualifications: Master\'s degree /MBA/ any other professional courses.
• Work Experience: 5-8 years.
• Proven experience in customer relationship management or a similar role.
• Strong written and verbal communication skills.
• Excellent analytical and problem-solving abilities.
• Demonstrated ability to build and maintain positive client relationships.
• Collaborative work style with cross functional teams
• Effective time management and multitasking skills.
• Successful track record in team management
• Act as mentor providing tactical and strategic inputs on managing deliverables and customer engagement.
• Leads by example and demonstrates the personas including product advocacy and ownership.
• Highly customer-focused and result-oriented.

All Dun & Bradstreet job postings can be found at . Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

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Dun & Bradstreet