Manager – Customer Engagement & Support

Eastern Group  is Hiring Manager – Customer Engagement & Support


2-6 Years

  • Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
  • Manage a team of Associates focused on customer engagement, sales & support.
  • Build & manage workflow processes to improve efficiency and service delivery.
  • Set up escalation matrices and engagement guidelines for the team
  • Build quality audits to ensure a great user experience across all customer touch-points.
  • Conduct RCA of customer issues and collaborate with operations and supply teams to solve for these at source
  • Be the voice of the customer in the leadership team working closely with product, marketing and engineering teams to implement insights and product improvements to continuously improve customer experience.
  • Use data to inform all layers of our operating processes and strategic direction- such as the timing of customer touch points and how we ensure consistent customer outcomes
  • Manage Email queues from the CRM and track activities in a timely and accurate manner
  • Excellent written and verbal communication skills
  • Ability to solve problems quickly and effectively.
  • Obsessed with customer experience and genuinely empathize with them
  • Good negotiation skills.
  • Flair for analysis and creating insightful reports.
  • Demonstrable expertise in defining SLAs and building processes to ensure adherence.
  • Excellent time management and prioritization skills and can handle multiple tasks with ease.

Apply now

Position: Manager – Customer Engagement & Support

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Employment Type
Full Time
Job Location
Eastern Group, 560043, Bengaluru, Karnataka, India
Date posted
February 4, 2019