Customer Success Manager, Pune

JOB TITLE: Manager – Customer Success, Pune

EQUIPE CONTAINER SERVICES INDIA PRIVATE LIMITED

At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

ABOUT THE JOB:

The customer service and success quality manager will oversee the quality of customer service and successful operations, ensuring that all interactions meet the highest standards of excellence. This role involves developing and implementing quality control processes, analyzing customer feedback and leading initiatives to improve customer satisfaction and loyalty from anywhere in the company.

WHAT YOU'LL BE DOING:

• Develop and implement quality control processes for customer service and successful operations corporate wide.
• Monitor and assess customer interactions on any channel to ensure adherence to quality standards.
• Analyze customer feedback and service team performance to identify areas for improvement, including delivery to other parts of the business.
• Train customer service representatives in quality service standards and procedures.
• Report on customer satisfaction metrics and performance indicators to senior management.
• Collaborate with management and customer service teams to develop strategies to improve service quality
• Lead and manage a team of Quality Assurance (QA) specialists within the Customer Success department to uphold quality control goals in the Salesforce (SFDC) environment.
• Ensure compliance and drive customer satisfaction through continuous improvement strategies
• Use Net Promotor System (NPS) feedback to coach and develop potential issues as well as trends. Coach staff to perform to higher levels of customer service based on trends.
• Ensure staff adheres to process of communicating process involving customer related interactions for issues as well as follows process other aspects of the business. Provide guidance on invoices and billing related customer oriented issues.

SKILLS AND QUALIFICATIONS:

• Graduation in any stream
• 15+ years of total work experience, with minimum 5 years of progressive leadership experience and a good 5+ years of customer service experience.
• Excellent English communication skills
• Proficiency in MS Office Suite required; Salesforce or other DRM, JD Edwards or reporting tools preferred
• Cross-functional collaboration
• Working experience with US based GCC organization is preferred
• Executive presence and communication skills