Excellent Customer Service
Excellent customer service mean customer satisfaction
Manager - Customer Service
From February 2013
➢ Managing a team of customer service assistance who offer help to customers and often the first point of contact with an organization. They would normally
handle enquires complaints and may provide service.
➢ Worked with ERP Software Back Office System. (Updating entire internal
system and external management information which includes Finance, supply
chain (warehousing), sales and Customer relationship management).
➢ Managing and coordinating product transfers from different chain levels till end consumer is satisfied.
➢ Liaise with sales team for customer feedback, deal with complaints
communicate new products and service improvement.
➢ Interviewing and training Customer service staff.
➢ Providing Frequently Asked Question with answers on Compensation Plan & Product knowledge.
➢ Designing script for inbound and outbound calls. Provide training and assuring quality output.
➢ Setting targets and motivating team to meet them.
➢ Empowering team for managing customer complaints and resolving without the need of further escalation.
➢ Handling more complex queries and complaints, dealt with sensitive queries.
➢ Making sure accurate records are kept of communication with customer.
➢ Analysis key management information to see how well customers are being
➢ Created set KRA's (Key Result Areas), formats for Role Appraisal and dealing with any staffing issues.
➢ Planning and arranging roster schedule for smooth function.
➢ Ensuring that teams and cross functional team has full knowledge of organizational policies and SOP's with related to job, legislation and data
protection and adhere to TVC standards.
➢Upgrading team with changes in policies and legislation.
➢Conducted Customer survey each month in order to examine market
response and send detailed report to line manager.
➢Sending monthly reports to line manager.
• Reporting to Director in TVC Sky shop Retail - Customer Care on all key KPI's
(Key Performance Indicators).
Supervisor Customer Care
From October 2012
➢ Coordinate with various business teams and functional stakeholders for smooth functioning of business.
➢ Design effective communication: PowerPoint presentation, reporting,
analysis, justifications and summaries to communicate to MANCOM
➢ Flag gaps/ issues to management in a timely and effective manner.
➢ Monitor and ensure compliance.
➢ Communication: External & Internal (Newsletter/mobile)
➢ Ensure Call Centre Operations in sync with the defined KRA's.
➢ Forecasting as per the Volume of calls.
➢ Summarize market research reports on request basis around key topics.
➢ Work closely with the Sales Team & Customer Interaction Group for all
insights about competitors and for achievement of Marketing Objectives.
➢ Market Research to gain consumer insights on brand perception among customers. Also to analyze and understand consumer attitudes and behavior towards competitive product and marketing initiatives.
➢ Handling collections of PAN India customer base.
➢ Manage complete Beauty Centre of western region located in Mumbai. And
entire western region & part of northeast in India which includes (Mumbai,
Raipur, Ludhiana, Part of northeast Dimapur, Tura, Nagaland).
➢ Customer retention.
➢ Daily report, cash collection reconciliation.
➢ Counsel Indian beauty consultants, groups & internal team to help them
understand problems, deal with crisis situations, define goals, and develop
realistic action plans through trainings or in-person for customer satisfaction.
➢ Consultant activity report creation and follow up.
➢ Product replacement program for the sales force (creation and review of orders, capture of outflow products and Order-reports generation).
➢ New IBC management including - Agreement processing, Welcome calls to
IBC and Starter kit delivery.
➢ Beauty Center Management including - Booking, data, Inventory
Maintenance & administration.
➢ Provide clear and precise information to the Sales Force regarding purchase
group, their Unit, their...
Distributor customer service Executive
From March 2006
➢ Distributor Customer Service Officer, Reporting to PUC in-charge west region.
Handling on a daily basis over 80 to 100 customer queries.
➢ Coordinating with the Team Leader in Relation with launch of new products.
➢ Updating customer information to the company data base.
➢ Handling queries, request, complaints delivered by Amway Business Owner's.
➢ Making sure about Privilege Customers of the organization are treated with set standards.
➢ Drive the 3 metrics of recruitment, activation and retention of Amway
➢ Providing support in merchandising & standardization of display Boards.
➢ Conducting session/Trainings for the new employees and Distributors.
Qualifications & Certifications
Sikkim Manipal University
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