Sun Pharma Recruitment 2023

Sun Pharma, a global leader in pharmaceutical manufacturing, is seeking a customer-centric, results-oriented, and experienced Customer Service Manager to join our dynamic team. As a Customer Service Manager, you will play a pivotal role in leading and managing our customer service team, ensuring exceptional customer satisfaction, resolving customer issues promptly, and contributing to Sun Pharma's reputation for customer excellence. You will be responsible for overseeing the day-to-day operations of the customer service department, training and developing customer service representatives, and implementing strategies to enhance customer service delivery and satisfaction.

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Responsibilities:

• Lead and manage a team of customer service representatives, providing coaching, motivation, performance management, and conflict resolution
• Develop and implement effective customer service strategies, policies, and procedures to enhance customer satisfaction and resolve issues promptly
• Oversee the day-to-day operations of the customer service department, ensuring efficient handling of customer inquiries, complaints, and feedback
• Monitor customer service metrics, analyze trends, and identify areas for improvement in customer service delivery
• Train and develop customer service representatives, providing comprehensive training on Sun Pharma's products, services, policies, and customer service best practices
• Handle escalated customer issues, addressing complex concerns, and providing solutions to maintain customer satisfaction
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a seamless customer experience
• Stay up-to-date on customer service trends, best practices, and industry developments

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Skills:

• Strong leadership and management skills, with the ability to motivate, coach, and develop a team of customer service representatives
• Exceptional customer service skills, with the ability to empathize with customers, resolve issues promptly, and exceed expectations
• Proven track record of achieving customer service excellence and implementing effective customer service strategies
• Strong communication and interpersonal skills, with the ability to build rapport, handle difficult situations effectively, and convey complex information in a clear and concise manner
• Excellent problem-solving and analytical skills, with the ability to identify root causes of customer issues, formulate solutions, and implement effective measures
• Proficient in Microsoft Office Suite and relevant customer relationship management (CRM) systems