An MNC is hiring for a Customer Service Manager in Chennai

Position Summary :

Ensure that client is the most preferred colocation / hosting partner by building strong Relationship with key accounts & managing Customer Service life cycle post implementation.

Major Responsibility :

- Relationship Management across all levels in Customer organization.

- Service Review & SLA Management

- Customer Escalation Management.

- Improving CSAT score

- Retention & Growth

- Support in introduction of New Initiatives / Roll out & Cost saving

- Keep accurate records and document customer service actions and discussions

- Analyze statistics and compile accurate reports

Key Performance Indicators :

- CSAT Score

- Number of escalations.

- Account Growth & Revenue retained

- Reduction in ticket rate.

- Cost optimization due to new initiatives

Qualification Necessary :

- B. Tech / BE preferably with an MBA or MBA

- Preferably ITIL Certified.

Experience Necessary :

- 4-6 years Telecom industry experience especially in Enterprise Customer facing role.

Skill Requirement :

Technical : Technically aware about the Data Center Colocation related terms / infra. and technologies

Functional : Strong client-facing and communication skills with proficiency in English, ability to understand & explain problems & solutions, ability to push internal customers to work towards customer satisfaction.

Behavioral : Committed to service excellence, customer centric, taking ownership of customer issues and follow-ups to ensure resolution, positive and a good listener, good negotiation skills, positive outlook.

Leadership : Problem solving ability, ability to handle ambiguity during crisis situations & withstanding pressure. Ability to think strategically and to lead.

Those interested may hit the apply button or reach out on 8756992413

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