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Customer Service Manager- IT / ITes

Webgility Software Technocrats Pvt. Ltd
5 - 10 yrs
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5,00,000 - 12,00,000 P.A. Openings: 1 Posted 23 days ago Job Applicants: 252 Job Views: 425

Job Description

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    Position Summary :

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

    Major Responsibility:

    1. Relationship Management across all levels in Customer organization.
    2. Service Review & SLA Management
    3. Customer Escalation Management.
    4. Improving CSAT score
    5. Retention & Growth
    6. Support in introduction of New Initiatives / Roll out & Cost saving
    7. Keep accurate records and document customer service actions and discussions
    8. Analyze statistics and compile accurate reports

    Key Performance Indicators :

    1. CSAT Score
    2. Number of escalations.
    3. Account Growth & Revenue retained
    4. Reduction in ticket rate.
    5. Cost optimization due to new initiatives

Salary: INR 5,00,000 - 12,00,000 P.A. Best In Industry

Industry: IT-Software / Software Services

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Back Office/Web/Transaction Processing

Role:Assistant Manager/Manager-(NonTechnical)

Employment Type: Permanent Job, Full Time


Desired Candidate Profile

    Skill Requirement :

    Technical : Candidate must familiar with eCommerce.

    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.
Company Profile:

Webgility Software Technocrats Pvt. Ltd

One of the best places to work with, Webgility was founded in 2007 with the simple idea of making it easy for online sellers to post their orders in QuickBooks. Now the leading multi-channel e-commerce solutions company, Webgility software connects and unifies all systems, revenue streams, and expenses so online retailers can have better perspective, make smarter decisions, and run all operations from a single software.
The Webgility team is headquartered in San Francisco with an international branch in Indore, India. Business is booming and we're growing at warp speed: Join the Webgility team!
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