• Customer Service Manager Jobs in Pune,India - 25098128

  • TraceLink Inc

Job Description:

As part of our Customer Success organization, the Customer Service Manager is critical to help assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink digital network

This role requires a unique combination of supervising and coaching a global team, problem solving and problem handling, administration, and interpersonal skills to be successful The target candidate will have experience working with web applications, monitoring and processing error exceptions, managing customer data, and troubleshooting and solving customer issues



  • Reviews daily, weekly and monthly reports to ensure top performers are identified and recognized

  • Provides monitoring and feedback to team members including side - by - side monitoring, silent monitoring and recorded call review

  • Monitors business level reports daily, weekly and monthly to ensure alignment of team with departmental opportunities

  • Ensures team members are meeting productivity goals

  • Sets productivity targets for team members, monitors results daily and communicates progress weekly

  • Selects new CSR s including reviewing applications and conducting interviews

  • Oversees associate performance evaluations, development and/or coaching and counseling process

  • Manages the new hire onboarding training and continuing education for CSR s

  • Monitor handling, routing, and resolution of incoming customer issues in a timely basis

  • Provide feedback on issues that are commonly occurring

  • Interact with customers and the TraceLink Customer Success team to ensure the highest level of customer satisfaction



  • Detail oriented, excellent listening skills, patience and ability to handle a fast - paced work environment

  • Must be able to set priorities and manage time effectively

  • Strong, customer - friendly communication, attitude, and passion

  • Ability to examine issues both strategically and tactically

  • Ability to solve practical problems and deal with a variety of variables

  • Ability to take initiative to complete tasks and solve problems

  • Excellent English verbal and written communication skills

  • Strong interpersonal skills and ability to build positive working relationships

  • Previous experience working in the United States or working for a US based company desired

  • College degree

  • 3 - 5 years working experience in a customer service/support environment

  • Supervisory/Management experience a plus

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Profile Summary:

Employment Type : Full Time
Industry : IT - Hardware / Networking
Salary : Not Disclosed
Deadline : 12th May 2020

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