Birla Corporation Recruitment 2023

Birla Corporation, a leading cement manufacturing company, is seeking a Customer Service Manager to join their team. As a Customer Service Manager at Birla Corporation, you will be responsible for ensuring excellent customer service and managing customer relationships. This is a key role that requires strong leadership, communication, and problem-solving skills.

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Responsibilities:

1. Customer Relationship Management: Build and maintain strong relationships with customers by understanding their needs, addressing concerns, and providing effective solutions. Ensure timely and satisfactory resolution of customer queries and complaints.
2. Team Management: Lead and supervise a team of customer service representatives. Provide guidance, support, and training to enhance their skills and performance. Monitor team performance metrics and provide regular feedback to ensure service excellence.
3. Service Quality Assurance: Establish and enforce customer service standards to ensure consistent delivery of high-quality service. Conduct regular audits and evaluations to identify areas for improvement and implement corrective measures.
4. Process Improvement: Continuously review and enhance customer service processes and procedures to optimize efficiency and effectiveness. Collaborate with cross-functional teams to streamline workflows and implement best practices.
5. Customer Feedback Analysis: Collect and analyze customer feedback through various channels. Identify patterns, trends, and areas of improvement. Use customer insights to drive product and service enhancements.
6. Training and Development: Conduct training programs and workshops for customer service representatives to enhance their product knowledge, communication skills, and customer handling abilities. Foster a customer-centric culture within the team.
7. Reporting and Analysis: Prepare regular reports on customer service performance, including key metrics, trends, and customer satisfaction levels. Present findings to senior management and propose strategies for improvement.
8. Relationship Building: Develop and maintain relationships with key clients and stakeholders. Act as a point of contact for important customers, addressing their concerns, and ensuring their satisfaction.

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Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Proven experience in customer service management, preferably in the manufacturing or construction industry.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making abilities.
• Ability to handle difficult situations and manage customer escalations.
• Proficiency in using CRM software and other customer service tools.
• Analytical mindset with the ability to derive insights from data.
• Strong organizational and time management skills.
• Customer-focused mindset with a passion for delivering exceptional service.
• Flexibility to travel to various locations as required.