Havells Recruitment 2023-24

As a Customer Service Manager at Havells, you'll be the maestro of the customer experience. You'll lead a team of dedicated representatives, ensuring they're equipped and empowered to handle customer inquiries, resolve issues efficiently, and leave every interaction positive and memorable. From navigating product complexities to troubleshooting technical challenges, you'll be the hero behind every satisfied Havells customer.

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Responsibilities:

• Lead, motivate, and coach a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement training programs to upskill your team on Havells products, services, and customer service best practices.
• Oversee customer service operations, ensuring efficient resolution of inquiries, complaints, and warranty claims.
• Analyze customer feedback and identify areas for improvement in product quality, service delivery, and communication.
• Collaborate with internal teams, such as sales, marketing, and technical support, to ensure seamless customer experience across all touchpoints.
• Develop and implement customer service metrics and track team performance against established goals.
• Stay up-to-date on Havells' latest products and policies to provide accurate and informed support to customers.

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Skills

• Minimum 5 years of experience in a customer service leadership role.
• Proven track record of successfully managing and motivating teams to achieve performance goals.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle challenging situations with empathy and professionalism.
• Strong analytical and data-driven approach to identifying and resolving customer issues.
• Proficiency in CRM systems and customer service software.