Assistant Customer Service Manager

Kohler; Pune District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Kohler in Pune is seeking a seasoned Customer Service Leader to oversee daily operations, mentor a team, and drive superior support across inbound calls, chat and email. You will set performance metrics, coach staff, and partner with sales, marketing and operations to enhance the customer experience.

The role requires a Bachelor's degree and 7+ years in customer service with at least 4 years in management, strong people leadership, data analysis, and proficiency in MS Office.

Qualifications

• Bachelor's degree mandatory.
• 7+ years in customer service or related field, with at least 4 years in a management role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and develop strategies.
• Strong organizational and time-management skills.

Responsibilities

• Oversee daily operations of the customer service department.
• Hire, train, and supervise a team of customer service representatives.
• Set performance goals and track progress.
• Develop strategies to improve customer experience.
• Collaborate with sales, marketing and operations for seamless communication.
• Maintain and improve customer service standards and procedures.
• Monitor customer satisfaction and report to senior management.
• Provide coaching to team members for performance growth.
• Identify opportunities for process improvements and efficiencies.

Skills

Leadership

People management

Communication

Data analysis

MS Office

Stakeholder coordination

Education

Bachelor's degree

Tools

MS Office

Job description

Role & responsibilities

Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound phone/chat/email support for customers by troubleshooting, investigating, and resolving customers' inquiries about Kohler products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Kohler protocols while maintaining a positive, problem-solving approach.

• Manage and oversee the daily operations of the customer service department.
• Hire, train, and supervise a team of customer service representatives.
• Set performance goals and metrics for the team and monitor progress.
• Develop and implement strategies to improve customer experience.
• Maintain and improve customer service level standards and procedures.
• Monitor customer satisfaction and provide regular reports to senior management.
• Collaborate with other departments, such as sales, marketing, and operations, to ensure smooth operations and effective communication.
• Develop and maintain relationships with key customers.
• Provide coaching and feedback to team members to improve their performance and development.
• Identify opportunities for process improvements and efficiencies.
• Ensure compliance with company policies and procedures, as well as applicable regulations and laws.

Qualifications:

• Bachelors degree mandatory
• 7+ years of experience in customer service or related field, with at least 4 years in a management role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and develop strategies.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office and customer service software.
• Experience working in the manufacturing industry is preferred.
• Ability to travel occasionally for customer visits.
• This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.

Working Conditions:

• This is a full-time role based in our customer service Pune office.
• The includes evenings and weekends working to meet customer demands, as we operate 24/7 with rotational shifts and weekly offs.
• Willingness and ability to work in rotating shifts, including early mornings, late evenings, overnight, weekends, and overtime as needed

Preferred candidate profile

• Proven experience in team handling and people management is mandatory.
• Prior experience working in the BPO industry is required.
• Experience managing an International Blended Process (Voice & Blended) is essential.
• Experience in a Contact Centre/Customer Service environment will be an added advantage.
• Must be willing to work from the office and adhere to rotational week-offs.
• Strong experience in stakeholder management, including coordination with internal and external stakeholders.
• Demonstrated ability to effectively manage teams, drive performance, and achieve operational targets