Job Role

As a Customer Success Manager, you will be responsible for overseeing the Customer Response Management process to ensure customer delight and operational efficiency. This multifaceted role involves managing customer interactions across various channels such as voice, email, chats, and social media. You will be responsible to collaborate with other teams to optimize the processes, resolve escalated issues, and to enhance overall customer satisfaction.

Work Responsibilities

1. Issue Resolution and Escalation

- Handle customer queries and escalations efficiently across various channels, including social media, email, and phone calls.

- Ensure the delivery of high-quality customer service to achieve customer satisfaction.

- Delivers and maintains all Performance parameters as per company standards - CSAT, NPS, AHT, FCR ..

- Address customer issues within TAT, collaborating with internal teams to resolve challenges and prevent recurrence.

- Implement process improvements and contribute to system developments.

- Offer a professional yet personalized experience in all customer interactions on social and consumer platforms.

- Review and update organizational guidelines and processes as necessary

2. Cross-Functional Collaboration

- Work alongside dependent teams to resolve unresolved issues by creating, developing, and implementing effective action plans.

- Managing and Driving performance metrics with CRM partner

- Publish timely reports on the Order Closure and open cases.

- Coordinate with Supply Chain, Sales, and Partners for seamless order management.

3. Team Management

- Efficiently allocate tasks to the team members to maximize efficiency and customer satisfaction.

- Provide training and guidance to the team for continuous skill enhancement.

Qualifications & Skills

4. Technical

- Manage CRM platform - Freshdesk

- Chatbot Implementation

Education Qualifications:

- Any Graduate from a reputed college.

- Certifications in Customer Service Skills will be an added advantage.

Work Experience:

- Minimum of 6-10 years of relevant experience in Customer Service, preferably with a reputed brand.

Other Requirements:

- Strong interpersonal and communication skills.

- High proficiency in Microsoft Excel for data analysis and reporting.

- Excellent Oral & written communication for clear and concise interaction.

- Problem-Solving Ability to identify and solve issues effectively.

- Ability to multitask and remain calm under pressure.