Customer service manager India & GIST
Job Description
- Mandarin Chinese language skills (preferred)
- University degree (may be waived with professional experience)
- Strong social skills and motivational source for colleagues
- Proactive thinking to drive improvements efficiently
- Ability to bring trust and reason to internal stakeholders and customers
- Exceptional service mentality to create world-class customer experience
- Lead a team of customer service representatives to deliver on customer business requests.
- Lead a team of contact center specialists within the Global Internal Support Team (GIST).
- Ensure GIST and customer service teams operate effectively and efficiently.
- Work with local sales management team to develop & deliver on customer account plans.
- Handle customer escalations and maintain operational processes.
- Deliver on KPIs & targets set to support the strategic direction.
- Ensure both teams are working according to customer segmentation and how-to-serve models.
- Ensure compliance with local legislative frameworks and/or rules.
- Continuously increase the level of support to relevant stakeholders within the business.
- Drive team performance through effective and regular performance management and coaching.
- Manage, develop, and support the team by following the competency development plan.
- Responsible for managing cost, quality, well-being, and value creation for the assigned team.
- Drive change initiatives with the team according to the Sandvik Leadership model.
- Execute employee onboarding, continuous learning, and development.
- Family spirit culture
- Passion for customers
- Personal commitment to ensure success
- Diversity as an amazing foundation for achieving great results
Customer Service Manager in India, being a part of the Customer Service Organization for Asia. The position will be responsible for the day-to-day operations and supervision of a team of contact center representatives and customer service representatives. Will be part of the Asia customer service leadership team, reporting directly to the Customer Service Manager Asia.
MAIN RESPONSIBILITIES
- Lead a team of customer service representatives to deliver on customer business requests while working to meet or exceed customer experience targets.
- Lead a team of contact center specialists within the Global Internal Support Team (GIST). Streamline and improve the ways of working, ensuring effective handling of customer inquiries, issue resolution, and service delivery.
- To ensure that both the GIST and customer service teams operate effectively and efficiently, and that the sales and profitability targets are achieved.
- Work with local sales management team to develop & deliver on customer account plans.
- Work with the customer service managers for effective management of the activities within GIST
- Handling customer escalations and maintaining operational processes.
- Delivering on KPIs & targets set to support the strategic direction ahead is a part of your natural drive.
- Ensure both teams are working according to the customer segmentation and how-to-serve models.
- Ensure compliance with local legislative frameworks and/or rules, i.e., local owner of internal controls and compliance.
- Understanding how to leverage your teams by continuously increasing the level of support to the relevant stakeholders within the business.
- Strong change management skills and experience
- Use agile principles to adapt to changing customer demands and technology.
- Build and maintain a knowledge database to support employee development, share knowledge, and implement working in alignment.
- Excellent communication skills, both verbal and written in English. Language: English is Mandatory / Mandarin Chinese is preferred
People Management
- Drive team performance through effective and regular performance management and coaching.
- Manage, develop, and support the team by following the competency development plan.
- Responsible for managing cost, quality, well-being, and value creation for the assigned team.
- Drive change initiatives with the team both in terms of working and continuous improvement according to the Sandvik Leadership model.
- Execute employee onboarding, continuous learning, and development.
Education Qualifications: University degree, The requirement may be waived in certain instances where professional experience can be proven to mitigate the lack of a university degree
Your profile
You have strong social skills and serve as a motivational source for your colleagues. You have a natural way of thinking proactively to be one step ahead and drive improvements efficiently within your area. Since you’re in daily contact with internal stakeholders like sales and occasionally customers it’s important that you are a “voice to listen to” and bring trust and reason. You are the help our customers need to choose. With your social skills and an exceptional service mentality you create a world-class customer experience.
We see that you have skills and behaviors around:
Customer Centricity and Team Player
Innovative out of the box thinker, able to create insights for continuous improvement
Embrace cultural differences, diversity, and utilization of expertise
Our Seco culture
All Seco employees across the globe share our family spirit, along with a passion for our customers and a personal commitment to ensure success in everything we do. For us, it’s also clear that our diversities form an amazing foundation for achieving great results. Visit our LinkedIn or Facebook to get to know us and our products further.
Application
Interested ? Send your application no later than “14th November 2025” . Kindly do not send your application through mail. Apply in Workday with a resume and a cover letter in English.
Contact information
For further information about this position, please contact the recruiting manager:
Yogesh Hingane, Customer Service Manager Asia
Email: yogesh.hingane@secotools.com
Or the HR Business Partner : Suparna Ray, suparna.ray@secotools.com
