EXPERIENCE

05 - 07 Years

ANNUAL CTC

NeoDocto

Senior Customer Support Manager

BENGALURU - KARNATAKA - INDIA

10.5 LAKHS - 12.5 LAKHS

APPLY

TEAM - CUSTOMER SUPPORT

JOB DESCRIPTION

NeoDocto Senior Customer Support Manager Responsibilities

70%

80%

90%

65%

Drive the customer experience for all product lines.

Provide direct supervision, leadership, coaching and daily direction for customer service representatives

Conduct annual performance reviews for all direct reports.

NeoDocto Senior Customer Support Manager Job brief

Accountable for managing the Centralized Customer Service Center, providing service across all product lines, addressing the organization's customer service performance and implementing projgrams for improvement.

NeoDocto Senior Customer Support Manager Responsibilities

• Manage on-time performance for all product lines for station.

• Produce service reports for customer requests.

• Produce milestone updates to assure customer facing tools (advisor, etc.) are correct.

• Compile research data to develop training modules and tools.

• Develop and distribute customer and sales communication materials; plan and monitor implementation and results.

• Receive, respond and analyze customer inquiries and complaints.

• Process all failures to customer resolution.

• Ensure compliance with all related CEVA policies, local, state, federal, and ISO requirements pertaining to the business unit.

• Maintain records and reports.

• Provide training for all direct reports to ensure quality service.

• Address all employee performance problems promptly and directly in accordance with personnel policies of the Company.

• Keep abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking, and participation in professional organizations.

• Perform other duties as assigned.

NeoDocto Senior Customer Support Manager Requirements

• Bachelor’s Degree in Business Administration, Transportation, Logistics or Supply Chain Management preferred; or equivalent combination of work experience or completion of the LDP Program.

• Minimum five years related job experience.

• Must be able to read, write and speak English fluently.

• Ability to communicate and interact effectively with people from multi-functional and diverse backgrounds.

• Ability to write reports, business correspondence, and procedure manuals.

• Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.

• Proven ability to lead, coach and motivate a team.

• Strong interpersonal skills including diplomacy and patience.

• Ability to solve critical issues in a fast-paced environment with time–sensitive deadlines.