Customer Service Manager - UPVC Windows/ Doors, Agra/ Kanpur

Job Description:

Job Title: Customer Service

Manager Grade:

Division/Department: Profile Division

Work Location: Kanpur

Total Work Experience: 8 – 10 years

Age /Gender Preference (if any): Male

Travel Required: Yes

Reports to (Title of Manager): GM

EDUCATION QUALIFICATION: BTech/Engineer

OTHER PROFESSIONAL COURSES/CERTIFICATION (if required): CRM, Data Analytics

DUTIES AND RESPONSIBILITIES:

Job Summary:

To ensure the highest level of customer satisfaction by overseeing and optimizing customer service operations, material installation, building and maintaining strong client relationships, resolving issues promptly, implementing service quality standards, and continuously improving service processes and standards. 

 Client Satisfaction: Measure overall client satisfaction through surveys or feedback to ensure that clients are content with the service provided.
 Client Feedback Analysis: Evaluate the effectiveness of gathering, analysing, and acting on client feedback to continuously improve service quality and client satisfaction.
 Response and Resolution Time: Monitor the time it takes to respond to client inquiries and the time it takes to resolve their concerns or issues.
 Client Retention: Assess the percentage of retained clients, reflecting the ability to maintain strong client relationships and ensure repeat business. 

 Team Performance: Measure the performance of the customer service team, including meeting service targets, response times, and client satisfaction.
 Service Quality: Assess the quality of service provided, including the number of complaints and escalations, to ensure high service standards.
 Conflict Resolution: Evaluate the effectiveness of handling and resolving client complaints and issues in a satisfactory manner.
 Service Metrics: Monitor key service metrics, such as the number of client inquiries, response times, and issue resolution times.
 Team Development: Assess the improvement and skill development of the customer service team through training and development programs.

Technical Skills and Knowledge:

 Customer Relationship Management (CRM): Proficiency in using CRM software to track and manage client interactions and information.
 Product Knowledge: Thorough understanding of uPVC doors and windows products to effectively address client inquiries and concerns.
 Communication Tools: Familiarity with communication tools, including email, phone systems, and live chat, to maintain effective client communication.
 Data Analysis: Ability to analyze client data and feedback to identify trends and areas for improvement in service quality.
 Quality Assurance: Knowledge of quality assurance and control processes to maintain product and service quality standards.
 Regulatory Knowledge: Understanding of safety, quality, and industry regulations relevant to uPVC doors and windows, ensuring compliance.

Behavioral Skills:

 Communication: Excellent verbal and written communication skills to interact effectively with clients and internal teams.
 Problem-Solving: Strong problem-solving abilities to address client inquiries, concerns, and complaints effectively.
 Client-Centric Approach: A strong focus on providing exceptional client service, understanding client needs, and fostering positive client relationships.
 Team Leadership: Leadership skills to guide and motivate the customer service team, ensuring they meet performance targets.
 Conflict Resolution: Ability to handle and resolve client complaints and escalations in a professional and satisfactory manner.

Functional Skills and Knowledge:

 Client Feedback Analysis: Proficiency in gathering, analyzing, and acting on client feedback to continuously improve service quality and client satisfaction.
 Service Excellence: An unwavering commitment to delivering high-quality client service, addressing issues promptly and effectively.
 Team Development: The capability to identify and address skill gaps within the customer service team, providing training and development opportunities to enhance performance.
 Client Relationship Management: Skills in building and maintaining strong client relationships, fostering long-term partnerships, and addressing inquiries or concerns.