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Customer Service Manager

2 months ago

Santa Clara, California, United States HCL Technologies Full time
Job Description

Job Summary: We are seeking a highly skilled and experienced Customer Service Manager to join our team at HCL Technologies. As a key member of our service delivery team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Quality and Compliance: Ensure that all service delivery activities are conducted in accordance with our quality standards, regulatory requirements, and company policies.
  • Customer Experience: Drive First Call Resolution and minimize rejected resolutions or reopen cases to ensure positive customer experience and high CSAT scores.
  • Service Improvement: Participate in the creation of proposals to drive service improvement plans and contribute to the development of new business opportunities.
  • Ticket Management: Independently resolve tickets and ensure that agreed SLAs for ticket volume and time are met for the team.
  • Escalation Support: Provide support for on-call escalations or L3 level support and conduct incident and problem management.
  • Knowledge Management: Work on value-added activities such as knowledge base updates, training freshers, coaching analysts, and conducting interviews or participating in hiring drives.

Requirements:

  • Proven experience in customer service management or a related field.
  • Strong knowledge of quality standards, regulatory requirements, and company policies.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.