Wipro Recruitment 2023

Wipro, a leading global IT services company, is seeking a highly motivated and results-oriented Customer Service Manager to join our team. As a Customer Service Manager, you will play a pivotal role in driving customer satisfaction, resolving customer issues promptly and professionally, and ensuring a seamless and positive customer experience across all touchpoints.

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Responsibilities:

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance management
• Oversee the day-to-day operations of the customer service department, ensuring efficiency, productivity, and adherence to service level agreements
• Implement and maintain customer service processes, standards, and procedures to ensure consistent and high-quality service delivery
• Monitor and analyze customer feedback to identify areas for improvement and enhance customer satisfaction levels
• Investigate and resolve complex customer complaints and escalations, ensuring timely resolutions and maintaining customer trust
• Collaborate with cross-functional teams to resolve customer issues and ensure alignment with overall business objectives
• Stay up-to-date on industry trends, best practices, and emerging technologies relevant to customer service

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Skills:

• Strong understanding of customer service principles, methodologies, and best practices
• Proven track record of success in leading and managing customer service teams
• Excellent communication and interpersonal skills, with the ability to build rapport, empathy, and trust with customers
• Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues effectively
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple deadlines
• Ability to work independently and as part of a team, with a collaborative and results-oriented approach
• Experience with customer service management software and tools