Mgr Customer Service I
HyderabadFull-timeJunior levelPosted over a month ago
Junior customer support role at Amgen in Hyderabad.
About the role
The Customer Experience Manager, is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India hub. This role leads one or more customer service teams (including team leads and/or individual contributors) to deliver consistent, high-quality, and compliant customer experiences aligned with global GCX-OTC standards.
What you'll do
- Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience
- Drive improvements in customer satisfaction, response times, resolution quality, and service reliability
- Act as an escalation point for complex customer issues, ensuring timely resolution and root cause mitigation
- Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs, and KPIs
What you need
- Customer service
- Accounts receivable
- SOP writing
- Sales