Customer Care Manager Jobs @ Akamai Technologies
Company Name: Akamai Technologies
Designation: Customer Care Manager
Job Description:
* Provide operational leadership and direction to the growing Customer Care organization located in Bangalore.
* Monitor call/issue handling and resolution to ensure timely, accurate and appropriate response to customers by technical support staff, and adherence to service level agreements and technical support procedures to ensure delivery of industry leading standard, premium, and mission critical support offerings.
* Manage customer escalations of technical and application issues by collaborating with technical staff on action plans and directing customer communications. Responds to, takes ownership for, and resolves customer escalations.
* Maintain high customer service satisfaction survey results; taking appropriate actions to continue to raise team performance through survey results and anticipating future needs and goaled to improve business metrics which track service quality, effectiveness, and customer satisfaction, continually seek opportunities to deepen customer relationships
* Determine training needs and drive training initiatives to ensure adequate training of technical support personnel ensuring technical service effectiveness, customer service skills, technical product and process knowledge.
* Collaborate with other organizations within the company in establishing product goals and strategies, representing customer and technical support interests.
* Provide technical and professional goals, and regular feedback on achievement for support staff, including annual performance reviews and regular coaching and feedback.
* As manager you will play an active role as a Business Information Lead for crisis management.
* Travel, on occasion, to customer sites for support and/or customer meetings
* Managed to an assigned budget
* Recruit new staff as required
Company Profile:
If you use the Internet for anything – eCommerce, enterprise cloud computing, software downloads, Web marketing or HD video - you've probably used Akamai's services without even knowing it. We play a critical role in making the Internet work for business.The Internet was never designed to do all that we ask of it today. A network of thousands of networks with no common standards or oversight, the Internet is complicated, expensive and labor intensive for companies to work with.
Akamai's mission is to expand and evolve the connected world.Akamai’s Intelligent Internet PlatformTM addresses these challenges and makes it easier for companies to be successful online by ensuring performance, instant scalability, robust security and useful data. Made up of nearly one hundred thousand servers, deployed in 72 countries and spanning most of the networks within the Internet, these servers are all controlled by Akamai software that is constantly monitoring Internet conditions. The platform makes millions of real-time adjustments in response to congestion, security threats and network failures to ensure there is no impact to our customers.
Desired Profile:
* Experience in effectively leveraging CRM systems, knowledge bases, and online self-help tools in an overall support strategy
* Knowledge of internet and internet technologies
* Ability to calmly and effectively deal with senior executives within large companies in emergency situations/scenarios
* Superior diplomacy skills and the ability to communicate verbally and in writing in a tactful, professional manner
* Excellent organizational skills and the ability to handle and prioritize multiple tasks
* Strong leadership capabilities and results oriented approach
* Ability to build and maintain a strong team, while motivating and retaining talent
* Team player who enjoys a fast paced environment
* Extensive expertise in supporting enterprise customers in a 24x7 service environment
* 10+ years experience in the technical support arena of software and services
* 5+ years managing a technical support team
Experience: 2 - 5 Years
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - Any Graduate
PG - Any PG Course
Location: Bengaluru/Bangalore
APPLY ONLINE
Company Name: Akamai Technologies
Designation: Customer Care Manager
Job Description:
* Provide operational leadership and direction to the growing Customer Care organization located in Bangalore.
* Monitor call/issue handling and resolution to ensure timely, accurate and appropriate response to customers by technical support staff, and adherence to service level agreements and technical support procedures to ensure delivery of industry leading standard, premium, and mission critical support offerings.
* Manage customer escalations of technical and application issues by collaborating with technical staff on action plans and directing customer communications. Responds to, takes ownership for, and resolves customer escalations.
* Maintain high customer service satisfaction survey results; taking appropriate actions to continue to raise team performance through survey results and anticipating future needs and goaled to improve business metrics which track service quality, effectiveness, and customer satisfaction, continually seek opportunities to deepen customer relationships
* Determine training needs and drive training initiatives to ensure adequate training of technical support personnel ensuring technical service effectiveness, customer service skills, technical product and process knowledge.
* Collaborate with other organizations within the company in establishing product goals and strategies, representing customer and technical support interests.
* Provide technical and professional goals, and regular feedback on achievement for support staff, including annual performance reviews and regular coaching and feedback.
* As manager you will play an active role as a Business Information Lead for crisis management.
* Travel, on occasion, to customer sites for support and/or customer meetings
* Managed to an assigned budget
* Recruit new staff as required
Company Profile:
If you use the Internet for anything – eCommerce, enterprise cloud computing, software downloads, Web marketing or HD video - you've probably used Akamai's services without even knowing it. We play a critical role in making the Internet work for business.The Internet was never designed to do all that we ask of it today. A network of thousands of networks with no common standards or oversight, the Internet is complicated, expensive and labor intensive for companies to work with.
Akamai's mission is to expand and evolve the connected world.Akamai’s Intelligent Internet PlatformTM addresses these challenges and makes it easier for companies to be successful online by ensuring performance, instant scalability, robust security and useful data. Made up of nearly one hundred thousand servers, deployed in 72 countries and spanning most of the networks within the Internet, these servers are all controlled by Akamai software that is constantly monitoring Internet conditions. The platform makes millions of real-time adjustments in response to congestion, security threats and network failures to ensure there is no impact to our customers.
Desired Profile:
* Experience in effectively leveraging CRM systems, knowledge bases, and online self-help tools in an overall support strategy
* Knowledge of internet and internet technologies
* Ability to calmly and effectively deal with senior executives within large companies in emergency situations/scenarios
* Superior diplomacy skills and the ability to communicate verbally and in writing in a tactful, professional manner
* Excellent organizational skills and the ability to handle and prioritize multiple tasks
* Strong leadership capabilities and results oriented approach
* Ability to build and maintain a strong team, while motivating and retaining talent
* Team player who enjoys a fast paced environment
* Extensive expertise in supporting enterprise customers in a 24x7 service environment
* 10+ years experience in the technical support arena of software and services
* 5+ years managing a technical support team
Experience: 2 - 5 Years
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - Any Graduate
PG - Any PG Course
Location: Bengaluru/Bangalore
APPLY ONLINE
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