Customer Experience Specialist

2 weeks ago

lucknow, India beBeeDelivery Full time

Client Service Delivery ManagerMaintain high-quality client service delivery by leading the support team effectively.About This Role:Lead and mentor the support team to consistently deliver excellent service.Resolve complex issues and handle demanding clients with professionalism.Work closely with internal teams to improve overall delivery and meet SLA requirements.Analyze performance data, identify gaps, and implement process improvements.Develop and maintain Standard Operating Procedures (SOPs) for smooth day-to-day operations.Requirements:Bachelor's degree in a relevant field.Minimum 5 years of experience in customer support management, preferably in enterprise environments.Strong leadership, communication, and problem-solving skills.Proficiency in SQL, MS Office, Jira, and reporting in Excel/PowerPoint.Key Responsibilities:Team Leadership: Lead the support team to achieve consistent service quality.Critical Issue Resolution: Handle escalations and complex issues professionally.Collaboration: Work closely with internal teams to resolve issues efficiently.Process Improvement: Analyze performance data, identify gaps, and strengthen processes.Reporting and Performance Metrics:Prepare regular reports on support performance and customer satisfaction.Maintain and refine SOPs to ensure seamless day-to-day operations.Training and Development:Plan and manage training programs to upskill the team.

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