Deputy Manager - Client Service - German


Mumbai |   600000 - 1000000 P.A.

5 years


Job Description:   

POSITION SUMMARY

The Supervisor is responsible for the managing team of Client Relationship officers, Manager the overall Client
Relations portfolio for US and Europe.

DUTIES & RESPONSIBILITIES

Client and Customer Satisfaction
Supervise action plans in coloration and strategy of the customer satisfaction process to the internal
quality process.
Assist in collaboration with internal departments to ensure client and customer satisfaction.
Supervise the Client Relations Department in the implementing company Quality Assurance
Best Practices to drive overall client and customer satisfaction.
Supervise agent/project/site reports of trends and observations to ensure client and Customer Satisfaction.
Supervise the implementation process of call drivers to ensure client and customer satisfaction.

Coaching and Development
Promotes an environment of continuous improvement
Oversees the staffing, training and development of Client Service Executives.
Provides ongoing feedback to help develop and train Client Service Executives to encourage, motivate
and improve their performance.
Oversees the cross training and up training of Client Service Executives.
Conducts call calibration sessions within the Client Service Department, Operations, Training, and the
client.
Randomly monitor Client Service Executive calls to ensure client standards are being maintained.
Support coaching efforts.
Organize and support new hire classes on the process with internal certification programs
Support up training as applicable.
Initiating and tracking Client Service-Corrective Action Requests
Participate in company recognition process and proactively recognize team members.

Project Management
Supervise and ensures that all project performance metrics and requirements are met and/or exceeded.
Complete special projects as needed

Departmental Administration
Perform administrative duties as required
Creates Client Service Executive account portfolio reports of each client/account managed/project reports
of trends and observations pertaining to performance management
Supervise Client Service System database administration and report creation
Supervise and or participate in the dispute process as needed

Information Security
General Security Responsibilities:
Adhering to Information Security Policies and Procedures of Company
Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities:
Ensure reportees comply with the security policy and procedure of company
Understand and Comply with Information Security Policies and Procedures, and report all security
incidents.
Protect information entrusted to you.
Follow the information labeling and handling procedures based on the classification level of the asset.
Follow the Clear Screen and Clear Desk Policy.
Adhere to the Code of Conduct, email usage policy and customer information and data security policy.
Comply with the Non Disclosure Agreement.


EDUCATION
Graduadte or an MBA from a recognized university.

EXPERIENCE:
International Customer Service/ Client Relations background preferred.
Years of experience required: 5-9 years Supervisory experience required

SKILLS:
Excellent supervisory and time management skills.
Computer literacy (Microsoft Excel, Word, etc).
Excellent verbal, written and interpersonal communication skills.
Must be well organized, demonstrate initiative, and able to manage multiple projects.
Data entry, spelling, grammar and proofreading skills required.
Ability to work in both a team environment and autonomously.
Ability to quickly adapt in a dynamic and fast-paced environment.
Excellent listening skills and attention to detail.
Demonstrate high degree of integrity.


Qualification: Any Graduate with German Certification C1

Keyskills:   German C1, Team Handling, Customer service

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.


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