Customer Service Manager

ABOUT THE COMPANY :

- Square Panda India is an ed-tech innovator of quality ECCE & Educator Empowerment Programs in India.

- Resonating with the Aatmanirbhar Bharat Abhiyan, we are working towards impacting and transforming the early education landscape, which forms the foundation for a self-reliant India.

- We are committed to impacting millions of children and educators across grassroots levels in India through the power of educational technology.

ROLES & RESPONSIBILITES :

- Resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.

- Escalate unresolved issues to the appropriate internal team.

- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

- Recommend potential products or services to management by collecting customer information and analyzing customer needs

- Prepare product or service reports by collecting and analyzing customer information

- Build sustainable relationships of trust through open and interactive communication

- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

- Monitoring service quality by conducting sample checks on calls and emails

- Liaising with internal stakeholders and follow up with external customers on all account related requests

- Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resource

- Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery.

DESIRED CANDIDATE :

- Proven customer service experience of min 5 years

- Familiar with CRM systems and practices

- Customer orientation and ability to adapt/respond to different types of customers

- Excellent communication and presentation skills

- Ability to multitask, prioritize and manage time effectively.

- Ability to handle Indian and US customers.

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