Job Summary (Brief overview on the scope of job responsibility): * To ensure the CS received appropriate training to improve their performance as a CS and to expand their growth potential within Bureau Veritas. * Monitor and forecast volumes to ensure adequate staffing. * Monitor and ensure progress towards sales and service goals. Take corrective action to address and correct non-compliance issues * Help solve problems that affect the service, efficiency, and productivity of the Customer Service Department as well as problems that have negative customer impact. Interrelationships (Other key functional or communicational lines): * Inspire customer service employees by being a role model and advocate for customer service. * Motivate staff to deliver high levels of customer service and keep attrition to a minimum. * Engage with the appropriate Process Owners and key departments such as PM, BD and KAM as needed. * Coordinate with local and overseas customers, factories and vendors. * Engage regularly with Local Business Development manager for business intelligence exchange so that appropriate action can be taken to grow the business and enhance service level. * Engage regularly with PM/KAM on key program issues Job Responsibility & Accountability (Key Roles, functions &accountability): * Attend client / vendor / factory meetings for service improvement. * Respond immediately to all escalated requests from customers to speak to a supervisor or manager. * Engage with appropriate persons to deliver required training programs to CS. * Ensure adequate staffing so that incoming inquiries are handled within the established KPI. * Utilize reporting and metrics to manage customer service performance. Analyze report and provide recommendations to the General Manager to reduce low value processes and improve customer satisfaction. * Facilitate continuous improvements through departmental projects in conjunction with Global Customer Service and other relevant Process Owners. * Notify OO Manager of any customer complaints or issues that have negative customer impact so that the necessary support is provided to resolve these deficiencies. * Support VIP Vendor Management activities. * Support local vendor relationship management and development. Required Skills & Qualification:Core skills: * Good interpersonal communication skills. * Basic technical knowledge. * Good time management skills. * Pro activeness and process improvement skills. * Must be confident, highly efficient and self-motivated. Qualifications: * Graduate or above * Good command of English, both oral and written. * Basic knowledge of computer application in relevant software. Others: * High level of integrity. * Must be able to work independently as well as in a team environment
Bureau Veritas Consumer Products Services (i) Pvt Ltd is looking for Any graduate.
Looking for Any graduate graduates profile.