Assistant Manager - Customer Care

About CleanHarbors

Clean Harbors Inc. () is a NYSElisted USbased $5.2 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim who today remains the companys Chairman and CEO.

Everywhere industry meets environment Clean Harbors is onsite providing premier environmental energy and industrial services. Clean Harbors employs a dedicated workforce of 18000 employees and has over 450 service locations across the U.S. Canada and Mexico. Beyond addressing the environmental needs of its more than 300000 customers the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico the anthrax attacks in New York the 2015 avian flu outbreak that devastated the poultry industry Hurricanes Katrina Rita and Sandy and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers along with other major chemical releases into the environment.

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most techsavvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cuttingedge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance HR Procurement IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Our Vision: To be recognized as the premier provider of environmental and industrial services

Job Title: Customer Success Assistant Manager

Work Location: Pune

Previous experience: 6 Years

Work Timings: Rotational Shifts (Can change based on business need must work from office with global working windows.)

Job Overview:

We are looking for a dynamic and customerfocused Customer Success Assistant Manager to lead and oversee our inbound service and sales teams across multiple channels including voice email and chat. The ideal candidate will have a proven track record in managing crossfunctional teams driving customer satisfaction and achieving sales objectives through effective coaching strategy and process optimization. You will play a key role in delivering outstanding customer service while ensuring that sales goals are met all within a multichannel environment.

Key Responsibilities:

• Lead motivate and develop a team of customer service and sales agents handling inbound inquiries via voice email and chat. Foster a positive and highperformance culture while ensuring adherence to company policies and customer experience standards.
• Ensure that the team delivers exceptional service across all channels resolving inquiries promptly addressing customer needs effectively and providing solutions that enhance the overall customer experience.
• Drive sales performance through effective coaching and enablement ensuring the team can successfully upsell crosssell and meet sales targets across voice email and chat interactions.
• Develop and implement strategies to optimize customer experience across all communication channels (voice email chat) ensuring consistent service and sales quality. Maintain a seamless experience for customers transitioning between channels.
• Monitor team performance metrics including service level agreements (SLAs) first call resolution (FCR) customer satisfaction (CSAT) sales conversion rates and more. Provide regular reports and actionable insights to leadership.
• Continuously assess team needs and conduct ongoing training to enhance product knowledge sales techniques and communication skills across all channels. Provide feedback and coaching to individuals to improve both service and sales performance.
• Manage and resolve complex customer issues or escalations that require immediate attention ensuring that the team meets customer expectations and turns challenges into opportunities.
• Identify and implement improvements in workflows tools and systems to enhance efficiency and drive better customer and sales outcomes across all channels. Lead initiatives for process innovation.
• Work closely with other departments (such as operations marketing product and IT) to ensure the alignment of service and sales strategies resolve operational challenges and improve the overall customer experience.
• Focus on customer retention by identifying opportunities to add value to customer relationships improve engagement and resolve any dissatisfaction proactively.

Qualifications & Skills:

• 6 years of Operations excellence as designated people management experience of managing a span of minimum 50 people with multiple functions across business (preferably in Sales or Customer Success Customer Care field)
• Must have worked with crossfunctional teams across the globe
• Must possess a global mindset and adaptability to different environments.
• Must be Quality Oriented (Lean / SixSigma qualified would be desirable) with a passion for process improvement and automationn with excellent analytical/ problemsolving inclination
• Businessrelated Bachelors/ masters degree.
• Experience leading and coaching teams of analysts; developing career paths and opportunities. Demonstrated ability to work on multiple projects simultaneously.
• Excellent written and speaking communication skills; highly proactive; previous experience working with USbased leadership.
• Excellent leadership skills and track record of delivering through teams and integrating business and technology stakeholders.
• Advanced Proficiency in MS suites like Word Excel and PowerPoint etc. Attention to detail and able to maintain data confidentiality.