Team Manager Service Operation

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 2-7 years
  • Views
  • 21 Nov 2017

  • Operations, Customer Service

  • BPO/ ITES/ Call Centers
Job Description

To own the customer relationship through a team of team members.
To demonstrate good knowledge of company's products and processes across functions and their customer base.
To build and maintain internal relationships across own organisation and, where appropriate, the wider unit.
May be involved in providing information at a local level with trade unions.
To demonstrate awareness of Companys strategy and good knowledge of unit strategy.
To act as coach on a range of products and techniques for dealing with customer issues at each stage of the customer interaction.
To ensure compliance targets are met for own team and to meet people related targets.
To communicate operational plans as it applies to the team, report on productivity and other measures as required.
To act as the first escalation point for customer complaints and retain ownership until resolution.
To be responsible for resource planning and capability matching within their team.
To own and develop the Customer Relationship with their designated customer-base and to deliver excellent customer satisfaction.
To own the customer relationship at "peer level" or higher within the customer organisation,
To manage Service Delivery and Reporting, as well as to build and enhance a mutually beneficial relationship.
To meet all people management related targets.

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2COMS Consulting Pvt. Ltd.