Job Description

• Overall responsibility over the CC activities and objectives.
• Effectively Managing CC team of 10-30 members
• Professionally manage Database and statistical analysis
• Mentoring and training the team members
• Develop thorough knowledge of the company products
• Create marketing and sales strategy for CC segment in coordination with global Insia market strategy
• Develop periodical objectives and incentive plans for CC team for the approval of management
• Handle exhibitions/conferences/lectures PAN India
• Promotion of offers through the teams.
• Monitoring CRM & leads management.
• Create and enhance brand image.
• Set effective methods and workflows of caller's day to day working procedures and technics
• Prepare Analytical Reports for management and decision makers.

JOB REQUIREMENT : 

• Proven experience as call center manager & customer service
• Must have basic social media knowledge
• In-depth knowledge and experience of Sales and Marketing.
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of Database management, statistical analysis, reporting and budgeting
• Creating/ collecting /filtering good Dentist database
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in call center Tools/software/CRM
• Should have sound logical sense in sales and marketing.
• Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus
• Familiar with the dental industry or similar

Job Qualification:

• Qualifications, Skills and Required knowledge:
• Education: Commerce graduate/ MBA in sales stream with experience in tele sales (CC)
• Professional experience: At least 5 years' experience in a similar position
• Excellent written and verbal communication skills.
• Language: Fluent English Local Languages
• Computer skills: Proficient in CRM and Microsoft Suites (Outlook, Office, Excel, Word, PowerPoint)
• Personal Characteristic: Excellent Organization & Leadership skills, positive & patient
• Interpersonal skills, quick learner, problem solver.

Role: Customer Success Manager

Industry Type: Industrial Equipment / Machinery

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: B.Com in Any Specialization

PG: MBA/PGDM in Any Specialization

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