Juniper Networks is recruiting Customer Service Manager.
Interested candidates please forward your resume to : cprabha@juniper.net
The CS Manager will be instrumental in driving service delivery improvements to ensure a world class customer experience across all Juniper products. The position will be instrumental in achieving the goal of providing a seamless high satisfaction customer service experience across all Juniper products. The role will be heavily engaged with on-shore and off-shore delivery teams and internal subject matter experts across various organizations.
Primary Responsibilities include :
- Partners to identify to drive areas of improvement related to CSAT
- Point of escalation for issues between Teams and vendor
- Audit On and Off boarding process to ensure compliance
- POC for any Production impacting IT issues
- Ensure Service Implementation Plan up to date
- Manages weekly conference calls with outsourcing partners and Juniper
- Red Alert Review
- Metrics Review
- Call & Case Quality Audits
- Delivery of Juniperization program
- Perform Quality Audits on Calls, Cases as well as Red Alert Cases
- Deliver PTAC Performance review to JTAC (including quality)
- Point of escalation for Customer issues owned by vendor
- Recognition program for vendor
- QBR Coordinator
- Identify operational best-practices used by vendor to JTAC
- Implement reporting standards and performance management standards
- Program Contact Details maintained
- Owns Communication Adherence
- Ensures Best in Class Process, Customer Service, and Language Training
Required Competencies:
- Passion for World Class Customer Service!!!
- Team Leadership
- Managing for Results
- Process Improvement
- Project Management
- Promote Teamwork & Collaboration
- Relationship Building
Travel Requirement:
As required to meet with partners periodically, within India
