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About Eastern Book Company (EBC) The EBC Group is India's Largest Legal Information Technology (IT) Provider - in Print, Desktop and Portable Devices. We are one of the most recognised legal-technology brands in the country on a mission to provide very high quality information and technology solutions to our customers. EBC has many first innovations in this sector, including India's largest legal ecommerce platform, the EBC Webstore; the EBC Reader, India's most advanced legal eLibrary and EBC Learning, an online learning platform. With branches in over 8 Indian cities, the company is the publisher of India’s leading law report, Supreme Court Cases and the SCC Online range of databases. BPO Sales Manager As a BPO Sales Manager , you need to build your department for both outbound and inbound call handling and building customer relationships. This will require performance management, training of existing staff, quality assurance and setting up systems for the same. Also required is an effective use of the CRM software for the department. Further, you need to ensure that the department is a profit center for the organization. Key Responsibilities: Handle product-related customer service requests and identify and implement strategies to improve the quality of service, productivity and profitability. Plan, prioritize and delegate work tasks to ensure the proper functioning of the department Provide quotations and execute orders through the CRM Providing support and training executives in handling complaints for the company’s products. Resolve customer complaints/inquiries and handle escalation procedures received through various mediums i.e. phone, email, chat, etc. Collaborate with other teams to identify and resolve cross-functional issues. Key Requirements: Strong leader with a track record of success in building and scaling effective customer service teams. Excellent organizational, administrative and problem-solving skills. Strong interpersonal and customer service skills. Excellent written and verbal communication skills What we offer We promise autonomy and room for taking initiative as well as the freedom to experiment with new ideas. Our culture is centered on respect, innovation, and growth. We offer industry-standard emoluments and perks. Interested candidates can forward their updated resume with their current CTC at or visit us at Eastern Book Company (LBO), 34, Lalbagh, Lucknow — 226001