TE Connectivity's Customer Service Teams interact with customers, company sales and / or service representatives to handle a variety of pre-
sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services.
They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.
The Customer Services organization is part of the Customer Journey Management Team Channel Business Unit, Customer Journey Management is a global and diverse team with more than 460+ employees globally.
They service both Customers and Distributors and account for $4B (USD) annual revenue.
Responsibilities & Qualifications
The Customer Care Manager for the India region is responsible for developing and driving transformational customer centric strategies geared around delivering extraordinary customer experiences and continuing the transformation of our organization.
This role is primarily responsible for leading a team of Customer Solution Consultants and various supporting groups to deliver superior outcomes.
In addition, the Manager will manage stakeholders from various Business units to ensure a strong cadence of communication and build confidence in our abilities to service their customers.
The Manager provides strategic insight and day-to-day direction for the Customer Solution Consultant teams based on industry knowledge and customer service requirements.
Working in a fast-paced environment, the Manager is responsible for delivering a level of service which builds strong customer relationships to make TE the supplier of choice.
The Manager is responsible for the continuing development of all associates in the department. The Manager utilizes his / her business acumen to recognize new business and servicesopportunities and prevent the loss of existing business.
The Manager must handle multiple job assignments including special projects as assigned
The Customer Care Manager must possess strong talent management and development skills to provide our customers with an extraordinary experience while creating an environment where our employees feel valued.
TEOA is our company-wide operating and business management system utilizing Six Sigma and Lean tools that help us work smarter and operate leaner.
The Customer Care Manager will drive the TE Operating Advantage (TEOA) program in Customer Care. And focus on continuous improvement to deliver better quality and personalized service to our customers.
Organizational alignment / reporting line :
The position is based in Bangalore, India and reports to theHead - Customer Journey Management ,India who’s based in the India
Key Performance Measurements :
Final authority in resolving customer complaints and problems not resolved through normal channels
Required Qualifications, Experiences, Skills and Knowledge :
Competencies Building Effective TeamsMotivating OthersManaging and Measuring WorkValues : Integrity, Accountability,Teamwork, InnovationSET : Strategy, Execution, Talent (for managers)