Job Description

EC-Council is hiring!

Position: Customer Care Manager

Location: Hyderabad, India

On site working

EC-Council is the world\'s largest cybersecurity technical certification body. We operate in 145 countries globally, and we are the owner and developer of various world- famous cybersecurity programs. We are proud to have trained and certified over 220,000 information security professionals globally that have influenced the cybersecurity mindset of countless organizations worldwide.

www.eccouncil.org

About the position:

We are looking for an experienced Customer Care Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Job responsibilities include, but are not limited to:

- Improve customer experience, create engaged customers, facilitate organic growth & customer loyalty.

- Take ownership of customers issues and follow problems through to resolution.

- Set a clear mission and deploy strategies focused on that mission.

- Develop service procedures, policies and standards & ensure compliance.

- Keep accurate records, reports and document customer service actions and discussions.

- Analyse statistics and compile accurate C-Sat & NPS reports.

- Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

- Keep ahead of industry\'s developments and apply best practices for continuous improvement in Customer experience.

- Control resources and utilize assets to achieve qualitative and quantitative targets.

- Adhere to and manage the approved budget.

- Maintain an orderly workflow according to priorities.

REQUIRED SKILLS, EDUCATION & EXPERIENCE:

- A bachelor\'s degree or an MBA or equivalent, with 8-12 years of relevant experience.

- Proven working experience as a Customer Care Lead/ Manager

- Experience in providing customer care & support in Hospitality, Aviation or similar services domain.

- Excellent knowledge of management methods and techniques

- Proficiency in English, accent neutral.

- Working knowledge of customer service software, databases and tools

- Awareness of industry\'s latest technology trends and applications

- Ability to think strategically and to lead a team.

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation

- Candidates willing to join immediately shall be preferred.

Additional Information :

We are an equal opportunity workplace and an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we do not discriminate on the basis of such characteristics, or any other status protected by the laws or regulations in the locations where we work.

EC-Council is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process and are in need of a reasonable accommodation to complete the process, please contact us ecchr@eccouncil.org and let us know how we may assist you.

This notice together with our Privacy Policy and Terms of Use of this website and any other documents we mention here are meant to inform you on what personal data about you we collect, use, disclose, share or otherwise process when you are applying for a job at EC-Council or when EC-Council contacts you for recruitment purposes. Please read carefully to understand our views and practices on how we protect your personal data - Privacy Policy

EC-Council (eccouncil.org).

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