Manager-Customer Care

Inviting applications for the role of

We are seeking a highly motivated and skilled Manager to lead our Operations Customer Service team, focusing on technical hardware support. This role is critical in ensuring customer satisfaction and product reliability by delivering timely and effective technical support. You will be responsible for managing a team that acts as the primary point of contact for clients experiencing technical issues and helping internal teams resolve product challenges.

Responsibilities

Team Leadership: Manage and mentor a team of technical support specialists, ensuring high performance and adherence to service level agreements (SLAs).
Technical Expertise: Provide guidance and support to the team on complex technical issues related to CPU performance, compatibility, installation, and thermals.
Escalation Management: Take ownership of Tier 3/4 escalations queues and ensure that the SLAs are met

Root Cause Analysis: Lead Root Cause Analysis (RCA) efforts and generate detailed post-mortems for major incidents.
Knowledge Management: Build and maintain internal KBs, troubleshooting SOPs, and Customer recovery SOPs.
Process Improvement: Drive KCS and BPM Process article creation. Review new knowledge articles created and identify opportunities to improve web experience for customers
Customer Satisfaction: Working with contact centres to drive CE scores , Issue resolution and Customer satisfaction.
Product Improvement: Working with L3 and Quality/Training team to drive product improvements and customer service skills.

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree in:

• Experience: Good years in a leadership role within customer service operations, preferably in a BPO or similar environment.

• Education: Bachelor's degree in business administration, management, or a related field.

• Electronics and Communication Engineering (ECE)

• Electrical and Electronics Engineering (EEE)

• Computer Hardware Engineering Or related technical fields.

• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization.

• Attributes: Results-driven, customer-focused, and able to thrive in a fast-paced environment.

Preferred Qualifications/ Skills,

• Knowledge on data analytics and POWER BI

• Salesforce and Einstein

• Technologies such as Power automation and Flow

• Understanding of Billing methodologies and Oracle