Position Title: Customer Service Manager

Business Unit:

Fenesta Building Systems

Work Location: Hyderabad  (Handling AP )

Purpose of the Position (Job Summary)

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

Key Individual Accountabilities

Strategic

Service Excellence: Develop and implement strategies to ensure exceptional customer service, aligning with Fenesta's commitment to customer satisfaction.

Customer Feedback Analysis: Collect and analyze customer feedback to identify areas for improvement and drive strategic changes to enhance service quality.

Financial

Budget Management: Efficiently manage the budget allocated for customer service operations, ensuring optimal resource allocation.

Cost Control: Implement cost-effective measures to maintain service quality while controlling expenses.

Customer/ External Orientation

Client Relationship Management: Build and maintain strong client relationships, addressing their concerns, ensuring satisfaction, and cultivating customer loyalty.

Complaint Resolution: Oversee the resolution of customer complaints, ensuring timely and effective solutions to maintain customer trust.

Feedback Collection: Implement mechanisms for gathering customer feedback and use it to enhance service quality and meet customer expectations.

People Orientation

Team Leadership: Provide strong leadership, mentorship, and guidance to the customer service team, fostering a positive work environment and facilitating professional growth.

Training and Development: Identify training needs and provide ongoing development opportunities for team members to enhance their customer service skills and product knowledge.

Performance Management: Set performance expectations, conduct regular evaluations, and provide constructive feedback to improve the team's performance and efficiency.

Conflict Resolution: Effectively address conflicts and customer service challenges, fostering a culture of issue resolution and customer satisfaction within the team.