Customer Service Representative Manager

7 days ago

Mysore, India Teamlease Digital Private Limited Full time

Job Description Key Responsibilities - Lead, mentor, and manage a team of customer service representatives to achieve departmental goals and service excellence. - Oversee daily operations including call, email, and chat support, ensuring timely and accurate responses to customers, carriers, and drivers. - Handle high-level escalations and ensure effective resolution with professionalism and empathy. - Develop and implement customer service policies, communication standards, training modules, and performance metrics. - Drive continuous improvement initiatives to enhance customer satisfaction, reduce complaints, and optimize operational efficiency. - Maintain accurate and updated customer records and ensure CRM and related systems are effectively utilized across the team. - Collaborate cross-functionally with Operations, Logistics, Sales, and other departments to ensure seamless service delivery. - Monitor team performance through KPIs such as response time, resolution rate, CSAT, and adherence to service SLAs. - Conduct regular performance reviews, coaching sessions, and skill-development programs for the customer service team. - Analyze customer feedback, identify trends, and provide strategic recommendations to leadership. - Ensure compliance with company policies, communication guidelines, and quality standards. Qualifications - 15+ years of overall experience in customer service, call center management, logistics, or related domains. - Minimum 57 years of experience in a people management or leadership role. - Excellent communication, stakeholder management, and conflict-resolution skills. - Strong analytical abilities with experience in using CRM tools, reporting dashboards, and productivity systems. - Proven ability to manage large teams, drive performance, and work under pressure. - Strategic mindset with a strong customer-centric and process-oriented approach. - Experience in coaching, training, and developing customer service teams.

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