Position
Manager – Customer Engagement & Support
Description

Eastern Group  is Hiring Manager – Customer Engagement & Support

Experience

2-6 Years

Responsibilities
  • 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
Skills
  • 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

Thank you for submitting your application. We will contact you shortly!

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