Job Title: Manager – Customer Service
Location: Madurai
Role Purpose:
* This role is responsible and accountable for all activities of the Customer
Service Team of a given country, including but not limited to overseeing,
leading, inspiring and supporting the team to ensure they are
customer-focused and ready to deliver timely and accurate responses and
services within the established policies and procedures.
* This role is also responsible for building a world class customer service
team while planning, coordinating, governing and measuring the activities and
performance of the customer service in alignment with the shared vision,
strategy and goals of customer service function globally. Accountability for
identifying and leading process improvement plans, converting opportunities
into sales and rolling out best practices for stronger, sustainable and
profitable growth for Coats also lies with this role. The incumbent of this
role will also be part of the country/cluster commercial leadership team.
Principal Accountabilities:
Build and lead a world class Customer Service Team:
* Provide leadership and support in the day-to-day operations of the Customer
Service Team.
* Ensure necessary resources and tools are available for quality and timely
customer service delivery.
* Take the lead to manage complex and serious customer service issues.
* Empower the customer service team to take decisions on their own.
* Guide the customer service team to leverage customer interactions/support
into sales opportunities.
Be the Customer Service Excellence Ambassador
* Consult internal teams (e.g. commercial, operations, finance) and even big
customers to identify areas of improvement to further improve quality of
service, efficiency and effectiveness.
* Implement the established global vision and strategies of customer service
function.
* Co-develop, define, communicate and implement recent and existing customer
service policies, procedures and best practices.
* Support custome
📌 Manager - Customer Service (India)
🏢 Coats
📍 India