Functions / Responsibilities

CUSTOMER SERVICE DIRECTOR

working as a Customer Service Director for PIVOTAL/TSMSPL will allow you the opportunity to work with GREAT people like yourself! You will be surrounded by people who are passionate about what they do. We currently seek a passionate, enthusiastic Customer Service Director to oversee our esteem customers’ needs/challenges/escalations & upselling. The ideal candidate will share in our belief in the quality value of delivering superior talent acquisition & management to our premier clients. This is a remote-based position with frequent travel required.

Essential Job Functions:

· Identifies areas within the account to assist with increasing and/or maintaining client satisfaction:

o Identifies characteristics and programs in these areas

o Recommends mechanisms to quickly and practically share and implement these programs in areas not meeting customer satisfaction goals

o Train team members on customer satisfaction tools

· Implementation of all aspects of PIVOTAL/TSMSPL Service policies, objectives and goal setting

· Conducts “train the trainer” and customer service training for team members

· Assists in developing and or adapting appropriate customer service training materials for all positions as directed by the customer service team

· Maintains customer expectation, content and constantly looks for ways to improve services, and maintain process and delivery procedures

· Responsible for achieving the goals and objectives developed for the Backend Team

· Must work closely with other corporate and regional team staff to support company and client initiatives

· Reads and complies with all policies and procedures of Compass and client as appropriate

· Acts as liaison between PIVOTAL/TSMSPL and clients Organization and account leadership

· Works closely with client and support teams to ensure smooth implementation of all programs and a review of new programs to provide appropriate customer service

· Work closely with client and local station to ensure service & offerings to standards

· Completes full audits of all accounts as requested by management and client to ensure client specification and standards are being met throughout all locations per contract

· Completes all daily, weekly or monthly reports as outlined in the corporate policies and procedures on a timely basis meeting all prescribed deadline

· Projects and practices consistent ownership attributes, which provide a high level of customer service at all points of contact

· Participates in account management team during each site visit, ensures that PIVOTAL/TSMSPL policies and procedures are followed

· Develops and maintains excellent consensus building, influencing and communication skills (written and verbal)

· Exhibits exceptional organization skills

· All other duties as assigned

· Strong communication skills both written and verbal

· Ability to communicate on various levels to include management, client, customer and associate levels

· Bachelors Degree preferred

· Experience in conducting post-implementation discussions with client management and other team members to determine satisfaction levels

· Experience in identifying additional client requirements for HR related

Walk in for a detailed discussion @: PIVOTAL, # 405, 4th Main Road, Amarjyothi Layout, West Wing, Domlur, Bangalore – 560071

Land Mark: (Opp to Dell & Behind Girias explourium, Trident hundai service centre

Contact No: Nalina @ +91 90087 94193 // Aravin @ 080 5000 1322

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