Manager / Sr Manager - Customer Service

About the Role :

JSW One Platforms is seeking a  Customer Service Manager / Senior Manager  with a proven track record in  building things from scratch  and a strong  startup background  to lead and manage customer service operations. The ideal candidate should have experience scaling operations, creating and implementing processes, and enhancing the customer experience. This role demands a results-driven leader who can manage both the strategic and operational aspects of customer service, with a focus on innovation and continuous improvement.

Key Responsibilities :

• Operations Management :  Oversee day-to-day customer service operations, ensuring maximum efficiency and customer satisfaction. Focus on process improvement, compliance, and scaling operations to meet corporate objectives in a fast-paced, dynamic environment.
• Team Management :  Lead and manage a team of customer service professionals, setting performance expectations, targets, and ensuring optimal team performance. Manage and monitor key metrics, including CTQ (Critical to Quality), CTP (Critical to Process), and SLA (Service Level Agreements). Ability to build and develop teams from the ground up is essential.
• Process Improvement & Audits :  Lead initiatives to streamline customer service processes, build new workflows, and conduct internal process audits. Implement corrective actions to enhance service delivery and ensure adherence to defined guidelines and standards.
• Training & Development :  Design and implement effective training programs to enhance employee skills, ensure consistent service quality, and build foundational training modules that align with the companys growth. Coach team members for improved customer interactions and performance.
• Transition & Change Management :  Spearhead the successful transition of systems and technologies, ensuring seamless operations and enhanced customer experience. Integrate new tools like CRM, telephony systems, and other automation tools to streamline processes and improve efficiency.
• Customer Experience Focus :  Continuously assess customer feedback (CSAT, NPS), and leverage insights to inform decisions and improvements. Build processes and strategies to enhance customer satisfaction, reduce contact rates, and improve First Time Resolution (FTR) rates.
• Employee Engagement & Retention :  Drive initiatives to improve employee engagement, foster a positive work environment, and reduce attrition rates. Implement employee recognition programs to maintain high morale, especially in a rapidly evolving environment.
• Strategic Influence :  Collaborate with senior leadership and key stakeholders to drive strategic initiatives aimed at improving customer service operations, retention, and overall experience. Provide insights and suggestions for business-wide initiatives based on customer service trends and data.
• Building From Scratch :  Be a key player in building the customer service operation from the ground up, establishing new processes, structures, and frameworks that will support long-term success. Bring innovative ideas and solutions to help the company scale effectively.

Required Qualifications & Skills :

Skills Required

Escalation Management, TAT, Customer Service Management, CSAT