For 10 years, Varkha Dawar has been working as a Customer Service Manager for the Cloud Communications division of NTT Ltd. Not only does she guide her team on client-handling matters, but she also ensures they receive regular training and ensures any client concerns are resolved and feedback considered. In other words, Varkha does everything possible to make her clients happy, always looking for improvement.
We decided to chat with Varkha to unravel the reasons why she loves her job and the Cloud Communications division of NTT Ltd.
Q. It’s been 10 years since you joined the company! Tell us a funny memory about working here.
There have been a lot of funny moments with my team. Their silent jokes have proven to be a stressbuster for everyone during workloads. I also enjoy a lot the Happy Hours, the Tide Kick Offs and the festival get-togethers – especially Holi (Festival of Colours) and Diwali (Festival of Lights) – with lots of games, fun and food.
Q. You say in your video that you’ve faced many challenges. Can you share one of them with us?
In my opinion, the main and never-ending challenge as a Customer Service Manager is to keep juggling between yourself, your team and clients. Besides yourself, you must make sure that your team is constantly performing. You need to coach them as and when required to enable them to deal with customers positively and with full attentiveness.
In addition to that, another challenge I faced was when we started restructuring India’s office. In the beginning, it was independently working with its own defined processes by its local management. Then, we started aligning the processes as per the company’s regional standards. To do so, I had to deliver so many projects – the Provisioning Portal, Chat Support, SFDC (Salesforce.com) implementation, daily tasks automation, removal of unnecessary daily tasks to improve team productivity, team upskilling to support client’s queries and escalations. All this work has surely facilitated everyone in the team to improve client satisfaction – which is our prime focus. And thanks to that, I was, a few years ago, also awarded as a Best Process Enabler.
Q. You also talk about how you enjoy interacting with people. Do you feel the company’s value ‘Together’ helps you in your day-to-day work?
Yes, of course! The ‘working together’ spirit will help everybody in one way or the other.
Q. What is one thing not many people know about you?
I am sentimental.
Q. What advice would you give for someone who wants to be a successful Customer Service Manager like you?
The Customer Service team is a part of the company in direct contact with the clients. A Customer Service Manager, therefore, needs to be very patient and a good listener. He/she is not only responsible for a good CSAT but also must handle the team in an unbiased way so that everyone helps each other and works together to achieve organizational goals. One should be client-focused and able to make an effective and timely decision that would favour both our organization and our clients.