Assistant Manager - Customer Care Clean Harbors

About Clean Harbors

Job Description

Clean Harbors Inc. is a NYSE-listed US-based $5.2 billion company founded in 1980 near Boston by Mr. Alan S. McKim, the current Chairman and CEO. With a dedicated workforce of 18,000 employees and over 450 service locations across the U.S., Canada, and Mexico, Clean Harbors provides premier environmental, energy, and industrial services to more than 300,000 customers. The company has been actively involved in addressing major emergency response events in North America, such as the BP Oil Spill, anthrax attacks, avian flu outbreak, and natural disasters like hurricanes and oil pipeline breaks. Clean Harbors India serves as the Global Capability Center (GCC) supporting the parent company with cutting-edge IT solutions and production support. The employees at GCC work collaboratively with global teams to provide 24x7 support in functions like Finance, HR, Procurement, IT, and Operations. The company's vision is to be recognized as the premier provider of environmental and industrial services. Position: Customer Success Assistant Manager Location: Pune Experience: 6+ Years Work Timings: Rotational Shifts (Office-based with global working windows) Job Overview: The Customer Success Assistant Manager will lead and oversee inbound service and sales teams across voice, email, and chat channels. The role requires managing cross-functional teams, driving customer satisfaction, and achieving sales objectives through effective coaching, strategy, and process optimization. The ideal candidate will ensure outstanding customer service while meeting sales targets in a multichannel environment. Key Responsibilities: - Lead, motivate, and develop a team of customer service and sales agents. - Ensure exceptional service delivery across all channels. - Drive sales performance through coaching and enablement. - Optimize customer experience across communication channels. - Monitor team performance metrics and provide insights. - Conduct ongoing training and provide feedback for improvement. - Manage complex customer issues and escalations. - Implement improvements in workflows and systems. - Collaborate with other departments to align strategies and improve customer experience. - Focus on customer retention and relationship enhancement. Qualifications & Skills: - 6+ years of people management experience in Sales or Customer Success field. - Experience with cross-functional global teams. - Quality-oriented with process improvement mindset. - Business-related degree. - Strong leadership, communication, and analytical skills. - Proficiency in MS Word, Excel, and PowerPoint. - Ability to work on multiple projects simultaneously and deliver through teams.,