Recruiter Logo
Now Apply on the Go!
Download updazz Jobseeker App and get a seamless experience for your job-hunting
02/09 Amrit Bagga
HR at CashKaro.com

Views:513 Applications:83 Rec. Actions:Recruiter Actions:0

CashKaro.com - Senior Manager - Customer Support (5-12 yrs)

Gurgaon/Gurugram Job Code: 231803

Overall responsibility:

- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.

- Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.

- Develops and implements methods to record, assess, and analyse customer feedback.

- Develops and implements training and quality assurance programs for new hires and experienced employees.

- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may - improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

- Managing the customer support department's day-to-day functions. Responding to escalated customer support issues.

- Implementing customer support processes to enhance customer satisfaction.

- Formulating and revising customer support policies and promoting their implementation. Informing the team of all -new information related to products, procedures, and trends.

- Assessing support statistics and preparing detailed reports on the findings.

- Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.

- Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications :

- COPC HPMT

- ISO

- Six Sigma BB

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Add a note
Something suspicious? Report this job posting.