Customer Relationship Management Team Lead

5-7 years
a month ago
Job Description

Designation: Regional Manager

Location: palavakkam, Chennai

Prefered:

*Immediate joiner

*Willing to relocate

*Multilingual and excellent English communication

*Team Handling experience is a must

Key Responsibilities:

  • Handle escalated customer issues or complaints, ensuring prompt and satisfactory resolution.
  • Collaborate with sales and Support Function departments to foster cross-functional cooperation and address customer concerns effectively.
  • Conduct regular audits and reviews to evaluate the performance of the customer support team and take corrective actions as needed.
  • Track and analyze key performance indicators (KPIs) to measure the success of customer relationship initiatives
  • Prepare and present regular reports to senior management, highlighting achievements, challenges, and action plans.
  • Stay updated on industry trends, customer preferences, and emerging technologies to provide recommendations for continuous improvement
  • Analyze customer support data, including trends, patterns, and customer feedback, to identify areas for improvement and develop strategies to enhance service quality.
  • Lead a team of Customer Relationship Manager for the Region , providing guidance, coaching, and support.
  • Set performance objectives, conduct regular performance evaluations, and implement development plans to enhance team productivity and skills
  • Foster a positive work environment, promote teamwork, and motivate the team to achieve individual and departmental goals.
  • Collaborate with other regional managers, executives, and stakeholders to ensure consistent and effective customer support processes and standards.

Requirements:

  • Proven experience in customer support management, preferably in a regional or multi-site capacity.
  • Strong leadership and people management skills, with the ability to inspire and motivate teams.
  • Excellent communication and interpersonal skills to effectively engage with customers, stakeholders, and team members.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Proficiency in customer support software, CRM systems, and reporting tools.
  • In-depth knowledge of customer service principles, practices, and industry trends.
  • Ability to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.
  • Flexibility to travel within the region as required.

JOB TYPE

Industry

Other

Function

Skills

customer service principles
fast-paced environment
analytical mindset
customer support software
prioritize tasks
customer support management
data-driven decisions
industry trends

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