IndiaMART - Manager - Client Servicing

Key Responsibilities:

Team Leadership & Development:

- Recruit, develop, and coach a high-performing team of Client Service Representatives, promoting a collaborative and supportive work environment.

- Set clear performance objectives, provide ongoing feedback and coaching, and empower team members to excel.

- Foster a culture of continuous learning and encourage skill development within the team.

Client Relationship Management & Growth:

- Develop and implement strategies to ensure exceptional client service, exceeding expectations and fostering long-term client loyalty.

- Proactively identify and address client needs, concerns, and potential issues, ensuring timely resolution.

- Oversee the client onboarding process and ensure a smooth and positive client experience.

Business Development & Performance Management:

- Collaborate with the sales team to identify upselling and cross-selling opportunities to maximize client engagement and revenue generation.

- Develop and monitor key performance indicators (KPIs) to track team and individual performance, identify areas for improvement, and implement corrective measures.

- Generate insightful reports and recommendations to improve client satisfaction and overall client service effectiveness.

Qualifications:

- Proven track record of building and leading high-performing teams, exceeding customer expectations, and achieving business objectives.

- Excellent communication, interpersonal, problem-solving, and negotiation skills.

- Strong analytical and reporting skills with the ability to track and analyze client service metrics.

- Ability to manage multiple priorities, work independently, and lead by example.

- Passion for customer service and a commitment to building strong and lasting client relationships.