customer service manager in pune

posted
job type
permanent
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job details

posted
location
pune, maharashtra
job category
Information Technology
job type
permanent
experience
8 To 10
reference number
938645

job description

?ey responsibilities:

The key responsibilities of this role are:

Provide thought leadership and consulting to clients in order to drive high ROI across customer conversions and reducing grievances

Responsible to build out the business unit's value proposition to cover the entire spectrum of customer experience and expand the client portfolio

Lead customer service business unit and responsible for owning PnL, driving sales and managing operations and client relationships

Partner closely with the operations and analytics teams to define performance metrics

Assisting clients with driving customer conversions through assisted sales across all channels, this includes both, inbound and outbound sales customer support

Recommending the right platforms to clients and setting up their CRM and workflows, when necessary

Manage recruiting, training, and performance management of customer service associates.

Generating sales leads, building sustainable relationships where necessary

Benefits
?Key Competencies:

The role will require comprehensive understanding of:

B2B and B2C outbound sales process and execution

Extensive experience in handling customer grievances (international specifically)

Knowledge of various systems and platforms such as Zendesk, Freshworks and Zoho

Experienced in latest chat platforms such as Freshchat and Intercom

MS Excel and PPT knowledge is a must

Analytics, reporting, creating dashboards

Client Introduction
? Atidiv uses Data science and process outsourcing to help internet businesses run better. We are a mid-size tech business funded by Guild Capital, a Chicago-based tech investor. We are looking for smart, self-driven disruptors who share a passion to build better solutions for hard business problems. Atidiv is led by a of consultants, investment bankers, technologists and entrepreneurs looking to build the next generation of products and solutions used by modern businesses.

India presence: Atidiv is a 500+ people organization and has 4 core solution areas. We have served 40+ US/ UK clients to date.

About Atidivs Customer Experience

The Customer Service business unit at Atidiv is one of the fastest-growing practice and in a short time, the team has developed expertise across handling customer support across multiple channels. This includes digital channels such as social media and FAQ based support, as well as traditional channels such as chat, email and voice. We work with leading e-commerce and retail businesses in the US and UK.



The Customer Service manager is a core leadership role within Atidiv. The manager will lead business operations, business development efforts and responsible to create and expand the value proposition of the customer experience business unit.

skills

?B2B and B2C outbound sales process and execution

Extensive experience in handling customer grievances (international specifically)

Knowledge of various systems and platforms such as Zendesk, Freshworks and Zoho

Experienced in latest chat platforms such as Freshchat and Intercom

MS Excel and PPT knowledge is a must

Analytics, reporting, creating dashboards

qualification

?
General Requirements:

8+ years experience in execution and management of a customer service/support unit

Good commercial / financial understanding of Contracts, Service Orders, Proposals etc.

Experienced in all level of stake-holder engagement

Working experience in a IT Service Provider organization with business domain knowledge of Finance, HR, Investment will have an advantage

Previous experience in setting up CRMs and process workflows

Experience with setting and scaling up customer support teams, across all channels

Experience in handling outbound sales support, specifically for international relationships

Knowledge of deal / proposal life cycle is an advantage