Job Description

General Purpose Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. Main Job Tasks and Responsibilities

develop and implement customer service policies and procedures

define and communicate customer service standards

review and assess customer service contracts

oversee the achievement and maintenance of agreed customer service levels and standards

direct the daily operations of the customer service team

plan, prioritize and delegate work tasks to ensure proper functioning of the department

ensure the necessary resources and tools are available for quality customer service delivery

review customer complaints

track customer complaint resolution

handle complex and escalated customer service issues

monitor accuracy of reporting and data base information

analyze relevant data to determine customer service outputs

identify and implement strategies to improve quality of service, productivity and profitability

liaise with company management to support and implement growth strategies

co-ordinate and manage customer service projects and initiatives

ensure budget requirements are met

evaluate and performance manage staff

identify and address staff training and coaching needs Key Competencies

communication skills

customer service focus

supervisory skills

problem analysis and problem-solving

decision-making

planning and organizing

initiative

flexibility

presentation skills

stress tolerance Education and Experience

relevant bachelor's degree

Service experience - 5 years in relevant industry

in-depth knowledge of customer service principles and practices

proficiency in MS Office applications, CRM

product knowledge

Job Type: Full-time

Pay: ?15,000.00 - ?22,000.00 per month

Benefits:

Provident Fund
Ability to commute/relocate:

Undri, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Bachelor's (Preferred)
Experience:

service coordinator: 3 years (Required)
Language:

English (Required) Hindi (Required)
Work Location: In person