Customer Service Director

2 hours ago

Mysore, Karnataka, India beBeeCare Full time ₹ 15,00,000 - ₹ 28,00,000
Customer Care Senior Associate

Our ideal candidate will possess exceptional leadership skills, with a proven track record of managing high-performing teams and driving customer satisfaction.

  • Job Description: As a Customer Care Senior Associate, you will oversee the delivery of exceptional customer service, resolving complex issues and supervising a team of customer care representatives.
  • Key Responsibilities:
  1. Team Management: Lead and develop a team of customer care representatives, providing training, coaching, and guidance to ensure excellent customer service.
  2. Customer Issue Resolution: Handle complex customer complaints and escalate senior-level interventions to resolve issues and ensure customer satisfaction.
  3. Process Improvement: Identify areas for improvement within the customer care department, streamlining processes, implementing new technologies or tools, and enhancing the overall customer experience.
  4. Performance Monitoring: Track key metrics such as customer satisfaction, response times, and issue resolution rates, providing regular feedback and performance evaluations.
  5. Customer Relationship Management: Build and maintain positive relationships with key customers, ensuring their needs are met and addressing any concerns they may have.
  6. Reporting: Prepare reports and presentations on customer care metrics, team performance, and customer feedback, shared with senior management to guide decision-making and strategic planning.
  7. Training and Development: Identify training needs within the customer care team and coordinate training programs to enhance their skills and knowledge.
  8. Collaboration: Work closely with other departments, such as sales, marketing, and product development, to gather feedback, address customer pain points, and improve overall customer satisfaction.

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