Sr. Specialist – Customer Service Operations

2 days ago

Jamnagar, Gujarat, India adidas Full time

Sr. Specialist – Customer Service Operations (CS OPS)

Location: Gurgaon, India

Function: Consumer Experience

Experience : 3-6 Years

Role Purpose: As a Sr. Specialist CS OPS at adidas, you will ensure a premium customer service experience across eCom and retail channels. You will manage BPO/vendor operations, drive KPI performance, and support efficiency, quality, and membership-first initiatives.

What We're Looking For

Experience

  • 3+ years in Customer Service (BPO / Contact Center Operations)
  • Proven track record in vendor management and operational excellence
  • Exposure to Retail, eCommerce, or Digital consumer service environments
  • Experience managing multi-country or complex CS processes

KPI Understanding

  • Strong knowledge of Customer Service KPIs such as:
  • NPS (Net Promoter Score) – measuring consumer satisfaction & loyalty
  • AHT (Average Handling Time) – measuring case handling efficiency
  • CSAT, FCR, Service Levels (good to have)
  • Ability to analyze performance metrics and drive improvements

Knowledge

  • Solid understanding of budget management
  • Benefits: control costs, improve ROI, enable growth
  • Risks: overspending = reduced profitability; under-spending = poor service quality
  • Strong grasp of process optimization & continuous improvement

Tools & Systems

  • Hands-on experience with CRM platforms:
  • Salesforce (preferred)
  • Zendesk, Oracle, or similar CRMs
  • Familiarity with reporting tools like Profit, Leonardo, Gendex
  • High proficiency in Excel & reporting dashboards

Soft Skills

  • Results-driven with strong problem-solving & risk management abilities
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)

Key Responsibilities

  • Ensure a premium CS experience across all channels in Emerging Markets
  • Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
  • Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors (monthly/quarterly/annual)
  • Optimize processes and implement rollouts/new functionalities across regions
  • Manage and support budget planning & cost efficiency
  • Drive continuous improvement initiatives and hold vendors accountable
  • Support people management by guiding vendor team structures & workload efficiency

Minimum Qualifications

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

  • Customer Service Operations Specialist

    5 days ago

    Jamnagar, Gujarat, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000

    Job Title DesignationBusiness Operations Specialist - Customer Service and Client ManagementGIFT City, AhmedabadRoles and Responsibilities:Handling end-to-end Onboarding, Customer Service, and Operation activities involving:Undertake comprehensive documentation for individuals and institutional clients.Scrutinize, fill, and dispatch account opening forms to...

  • Customer Service Specialist

    1 week ago

    Jamnagar, Gujarat, India beBeeCustomer Full time ₹ 1,20,000 - ₹ 1,50,000

    Customer Service SpecialistWe're looking for a skilled professional to deliver exceptional customer experiences and drive business results.The ideal candidate will be responsible for:Providing prompt and effective solutions to customer queries;

  • Senior Customer Service Operations Specialist

    2 days ago

    Jamnagar, Gujarat, India beBeeCustomerServiceOps Full time ₹ 10,00,000 - ₹ 25,00,000

    Job Description:We are seeking a seasoned professional to lead our customer service operations in emerging markets. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and driving business growth.The ideal candidate will have a proven track record of managing vendor operations, driving key...

  • Technical Customer Service Representative

    5 days ago

    Jamnagar, Gujarat, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 12,00,000

    Job Overview:We are seeking a skilled Technical Support Specialist to provide top-notch technical troubleshooting support to our global customer base.The ideal candidate will have excellent communication skills, a strong understanding of networking concepts, and the ability to troubleshoot complex technical issues in a timely manner.Responsibilities...

  • Customer Service Ambassador

    2 days ago

    Jamnagar, Gujarat, India beBeeHospitality Full time ₹ 4,00,000 - ₹ 8,00,000

    Guest Experience SpecialistWe are seeking a highly skilled Guest Relations Executive to join our team and deliver exceptional service, creating lasting impressions for our guests.Job Summary:Deliver memorable guest experiences by greeting and welcoming guests warmly, setting the tone for an unforgettable experience.Manage reservations, waitlists, and guest...

  • Excellent Customer Service Representative

    3 days ago

    Jamnagar, Gujarat, India beBeeCustomerService Full time ₹ 9,00,000 - ₹ 12,00,000

    Job OverviewWe are seeking a highly skilled Customer Service Specialist to join our team in India.Key Responsibilities:Manage customer inquiries and orders with accuracy and professionalism.Coordinate with sales and logistics teams to ensure smooth order processing and delivery.Track order status and proactively update customers on progress or potential...

  • Technical Expert

    5 days ago

    Jamnagar, Gujarat, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 15,00,000

    Technical Support SpecialistJob DescriptionThe primary objective of this role is to provide exceptional customer service and technical support to our valued clients. As a Technical Support Specialist, you will be responsible for troubleshooting and resolving complex technical issues in a timely and efficient manner.Your key responsibilities will include:

  • Customer Service Specialist

    2 days ago

    Jamnagar, Gujarat, India beBeeCustomerExperience Full time ₹ 30,00,000 - ₹ 60,00,000

    We are seeking passionate professionals to excel in customer service within the banking and financial services sector.Key Responsibilities:Deliver exceptional service experience through phone interactions for banking and financial services customers.Handle a high volume of inbound and outbound calls, addressing customer inquiries, concerns, and...

  • Sr. Technical Manager

    4 days ago

    Jamnagar, Gujarat, India Schneider Electric Full time

    - Sr Technical Manager - Projects This position requires travel at customer End-User sites across India for Project related work Emergency breakdown On-demand visits and commissioning activities for service projects This position requires travel up to 25 Key points Develop and deliver status reports and maintains accurate and up-to-date Project...

  • Sr. Manager – Safety

    1 day ago

    Jamnagar, Gujarat, India Right Advisors Private Limited Full time

    Sr.Manager – Safety (Factory / Industrial Projects)Location: JamnagarReports to: Plant Head / EHS HeadRole OverviewWe are looking for a highly experienced Sr.Manager – Safety to lead and implement workplace safety programs for a large-scale industrial/factory project.The role requires strong knowledge of occupational health & safety, statutory...