About the position:

We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler Co. globally (including Kitchen and Bath, Engines, Generators, Hospitality).

As a Customer Service Assistant Manager at Kohler, you will be responsible for managing the daily operations of our customer service department. You will oversee a team of customer service representatives, ensuring that they provide excellent service to our clients. In this role, you will be responsible for setting goals and metrics, monitoring performance, and implementing strategies to improve customer experience. You will also work closely with other departments to ensure smooth operations and effective communication.

Role and Responsibility:

Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound phone/chat/email support for customers by troubleshooting, investigating,



and resolving customers' inquiries about Kohler products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Kohler protocols while maintaining a positive, problem-solving approach.
- Manage and oversee the daily operations of the customer service department.
- Hire, train, and supervise a team of customer service representatives.
- Set performance goals and metrics for the team and monitor progress.
- Develop and implement strategies to improve customer experience.
- Maintain and improve customer service level standards and procedures.
- Monitor customer satisfaction and provide regular reports to senior management.
- Collaborate with other departments, such as sales, marketing, and operations, to ensure smooth operations and effective communication.
- Develop and maintain relationships with key customers.
- Provide coaching and fee

📌 AM - Customer Care (Pune)
🏢 Kohler
📍 Pune