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Hiring for Associate Manager-csm-naz Bangalore Exp Multi-national or FMCG Environ in Bengaluru/Banga (Bangalore Job)

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Job Description:Job description Job Title: Associate Manager-CSM-NAZ Location: GCC Services Private limited, Bangalore, India Reporting to (Job title): GCC CSM_NAZ Lead Purpose of the Job: Primarily responsible for Customer Service Center/Customer Service Management and reporting process covering NAZ Zone for accounts handled from GCC India. Ensure that the SLAs and Business KPIs are met as per the Business requirement. Ensure compliance with company policies and MICS SOX requirements. Drive CSAT for internal and external customers. Manage customer request and handle complaints received via respective ticketing tools. Main characteristics: CSM activities for USA and Canada and issue resolution either as in the first level interaction or via ticketing contact with second level resolution teams within other departments. Key dimensions: People 3 direct reports 25 people overall Geographies North American Zone Key countries: USA, Canada Key contacts: (internal external) Operational Leadership in respective countries/Zones OTC/PTP/ PBS teams in GCC/other service centers Country Sales teams Employees in respective countries NoCC project teams Solutions Demand Delivery Leads Accountabilities: oCustomer Service Management strategy alignment and execution in GCC oAct as a management contact for critical escalations regarding customer services oLead resolution of complex customer service problems, including alignment on process changes throughout the organization. oActively participate in cross-functional innovative projects with customers and account teams aimed at improvement of customer satisfaction and delivering business benefit oEstablish and manage relationships with Sales, Supply, Finance and other functions oParticipate in both internal and external customer meetings in case of issues Resolution or as part of project work oAccountable for Ticket resolution of customers requests/queries within agreed lead times oReporting of own teams performance including RCA oEnsure customer records are maintained and accurate in accordance with the principles of the Data Protection legislation and Internal Policies oAlign on direction and scope of activities performed by department in coordination with in-country, oversee the teams activities and align resources as necessary to ensure customer satisfaction and quality performance oEnhance efficient and constant collaboration between Key Account teams, GCC and in-country departments in day-to-day operations, achievement of common targets and cross-department implementation of best practices for Service Delivery oControl People KPIs like Voluntary Turnover, Engagement score, Succession planning coverage and talent recruitment oEnsure adherence to programs like Solutions EP, MICS Compliance, oAdopt, internal audits etc. Qualifications and Technical competencies required Education / Language skills University Master degree in Business studies or related Fluency in English Experience: At least 2 years of experience in managing a team of supervisors or team leads At least 5 years of experience in Customer Management Related experience in working in an ERP environment Related professional experience in multi-national or FMCG environment Technical and Process competencies: Budget management Ability to consider cost-impact versus customer-impact and able to find the right balance Computer skills (Microsoft office: Excel, Outlook, Power Point) Extensive knowledge and understanding of Customer Service Management processes Key Metrics CSAT Service level (impact on beer delivery) First level resolution Average handling time Order processing within lead time (D-1, D-2) SLAs delivery Kindly send your updated CV on [email protected] or call on 9824011135


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Posted on: Wednesday, 20 February, 2019  10:06
Expires On: Saturday, 02 July, 2022  18:30

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