Manages a large regional team
responsible for customer service inquiries regarding company products, features
and/or services. Maintains direct contact with customers, particularly those
that are escalated. Supports sales team by developing and maintaining positive
customer relations with clients/customers, which can substantially affect
service and/or product revenue(s). Works with various departments to meet
maintenance services sales goals. Works with customers and/or distributors to
receive accurate account of equipment failures, and provides reports to
leadership. Focus of work may be in pre-sale or post-sales or both.
Manages the hiring, staffing and
maintenance of a diverse and effective workforce.
Responsible for career
development/planning, performance management and coaching of team members.
Focuses on delivering a positive
customer experience and resolution according to Dell standards.
Interacts with cross-functional groups
to solve business and customer issues.
Responsible for driving and delivering
key performance indicators.
Provides direction and guidance for
administration and results for multiple departments within a function or work
Manages multiple teams and significant
assignments. Establishes budgets, operational plans and performance
Resolves operation issues while
working towards operational excellence. Develops best of breed standards around
which others will operate.
Initiates new or revised procedures,
programs, and initiatives. Aligns operational plan with functional strategy and
May influence and/or develop broad
programs and initiatives. Initiates new or revised procedures, programs, and
Aligns operational plan with functional
strategy and approach. May influence and/or develop broad programs and
Able to coach and mentor others on
understanding the customer and identifying specific needs
Excellent to effectively manage a customer service team.
Excellent ability to identify specific customer needs and drive
closure to identified customer issues.
Excellent ability to build a strong team environment.
Able to coach and mentor others on understanding the customer and
identifying specific needs.
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
customer service customer care hiring staffing post sales operational coaching procedures experience performance management
Desired Candidate Profile:
UG: Any Graduate – Any Specialization
PG:MBA/PGDM – Marketing
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
Undergraduate degree and 8-10 years
relevant experience or Graduate degree and 6-8 years relevant experience.
10 years of relevant experience or
equivalent combination of education and work experience.
6 years managerial/leadership
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