Conquest The Skill Development

Indirapuram, Ghaziabad

(RESPONSIBILITIES)100% of production time to be spent logged in on callsAnswer calls with an approach to deliver positive customer satisfactionArticulate complex client plans and provisions in a simplified and understandable manner helpingparticipants make an informed decisionMaintain internal & client defined quality on callsUnderstands and contributes positively in meeting client SLAs & targetsAdheres to Customer Service Attendance & Accountability policiesEnsures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistentlyTake complete ownership of self-learning & developmentEnsuring proper documentation and follow-ups and follow SOPsArticulate complex client plans and provisions in a simplified and understandable manner to take an informed decision.Helps in identifying issues, process delays, and quality problems and recommends solutions and executes.Work with leads to ensure delivery in accordance with standard operating procedures(REQUIREMENTS)Graduate in listed discipline (BA, B.Com, BCA aggregate marks of>=55% ( No Gaps / Failure throughout Graduation)Work Experience of 4 - 6 years for International Customer Service VoicePrior Customer Service experience would be preferredExcellent verbal and written communication skills with least grammatical errorsBasic computer operating skills required (MS- Office Applications)Appropriate Typing speed to be able to efficiently manage documentation during/post interactionAbility to work evening/night shiftsGood analytical skills & attention to detail

Job Description: Customer Service Manager (Night Shift, International Voice Process) -GurgaonPosition Summary: We are seeking an experienced Customer Service Manager with over 8 years of expertise in managing customer service operations, particularly in an international voice process. The ideal candidate is adept at leading teams, optimizing customer satisfaction, and is open to working night shifts to cater to a global clientele.Key Responsibilities:Leadership and Team Management:Lead, mentor, and manage a team of customer service representatives.Conduct regular performance reviews and provide constructive feedback to enhance team productivity.Foster a positive work environment that encourages team collaboration and continuous learning.Customer Service Operations:Oversee daily operations of the customer service team to ensure efficient handling of customer inquiries, complaints, and escalations.Implement and monitor performance metrics to ensure high-quality service delivery.Develop and refine customer service procedures, policies, and standards.Process Improvement:Identify areas for process improvement to enhance customer satisfaction and operational efficiency.Collaborate with other departments to streamline processes and resolve customer issues promptly.Training and Development:Design and deliver training programs to equip team members with the necessary skills and knowledge.Keep the team updated on product changes, new features, and industry best practices.Communication and Reporting:Act as a liaison between the customer service team and senior management.Prepare and present reports on team performance, customer feedback, and service issues.Ensure timely and effective communication with customers and internal stakeholders.Requirements:Bachelors degree in Business Administration, Management, or related field (preferred).8+ years of experience in customer service, with at least 3 years in a managerial role.