Regional Manager- Customer Care

IRIS Corporate Solutions Private Limited.
  • Delhi
  • 15-30 lakh
  • 14-18 years
  • 407 Views
  • 03 Jun 2015
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  • Senior Management/ General Management

  • BPO/ ITES/ Call Centers
Job Description

To be responsible for execution and implementation of Company?s Customer Care Objectives by contributing Customer Care recommendation and information to strategic plan and reviews; preparing and completing action plans, implementing Customer Care standards, resolving problems; completing audits; identifying customer care trends, determining system improvement and implementing change.


POSITION REPORTS TO:


Head Customer Service

MAJOR KEY RESULT AREAS:

? Handling all major key Customers and maximize Customer Satisfaction through continuous improvement in Customer Care Processes and systems based on Customer feedback analysis.

? Monitor to increase the delivery strike rate of the Customer Care Centers

? Increase the monthly revenue of the key Customers

? Supporting and collecting the outstanding payment from the Customers

? Monthly Review with Key Customers on our Service Standard and related improvements.

? Share timely and accurate monthly MIS reports with the Senior Management Team.

? Monitor the performance of Customer Service at Delivery Centers of the entire Region.

? Monitor and develop the performance of Call Centre Team

? Determine Customer Service Requirements by maintaining regular contact with the Customers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing informations

? Ensure cross functional coordination to achieve timely functional objective.

? Ensure harmonious interpersonal relations within Customer Care team

? Monitor and provide periodic feedback and counselling to Customer Care team for continuous improvement of their functional efficiency

QUALIFICATION/TECHNICAL KNOWLEDGE

Essential

? Graduate Degree in any Discipline

? Good knowledge of logistics / E- commerce industry and operational processes and systems.

? Proven ability to head a region as Customer Care Manager

? Computer literate, technology savvy

Preferred

Post graduate Degree in Management ESSENTIAL/LIKELY EXPERIENCE

Essential

15 18 Years in Customer Care function of a reputed logistics Company preferably Customer interfacing job



Preferred

? Skills, experience & knowledge of modern business methods and controls in logistics industry.

? Experience in managing a large team



Key Behavioral Competencies

Core Competencies



Essential:

? Conceptual and Strategic thinking

? Customer Orientation

? Analytical Thinking

? Problem solving skills

? Result Orientation

? Negotiation Skills

? Initiative

? Influencing

? Integrity



Important:

? Delegation of Authority and Responsibility.

? Adaptability

? Maximizing Performance

? Planning & Organizing

? Coaching & Counseling

Job Specific



Essential:

? Good professional knowledge.

? Team Management ability.

? Fast work pace.

? Ability to lead others.

? Achievement orientation.

? Knowledge of Diverse functional perspective.



Important:

? Tolerance for stress.


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