Lead and manage the aftermarket customer service team, including training, and performance management of customer service representatives.
Oversee the handling of customer service inquiries, complaints, and service requests, ensuring prompt responses and resolution to meet or exceed customer expectations.
Monitor customer service metrics, including response times, resolution rates, and customer satisfaction scores, and implement corrective actions as needed to improve performance.
Collaborate with cross-functional teams, including sales, technical support, and operations, to address customer issues and ensure a seamless customer experience.
Identify opportunities for process improvement and automation to streamline customer service operations and enhance efficiency.
Develop and maintain strong relationships with key customers, acting as the primary point of contact for escalated issues and ensuring their needs are met in a timely and satisfactory manner.
Stay informed about industry trends, customer preferences, and competitor activities to identify opportunities for service enhancements and differentiation.
Prepare regular reports and presentations on customer service performance, trends, and initiatives for management review and decision-making.
Foster a positive and collaborative work environment within the customer service team, promoting teamwork, accountability, and a customer-centric mindset.
Qualifications:Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.Proven experience in a customer service or customer support role, with at least 10 years of experience in a managerial or leadership capacity.Strong leadership and team management skills, with the ability to motivate and inspire a team to achieve goals and deliver results.Excellent communication and interpersonal skills, with the ability to build rapport and effectively communicate with customers and internal stakeholders.Sound decision-making and problem-solving abilities, with a focus on delivering solutions-oriented customer service.Proficiency in CRM software and Microsoft Office Suite.Experience in the equipment or machinery industry is preference.CTC- 12LPAWork location- DelhiIf interested, please share updated resume at Liltesh.s@cielhr.com