Proactive Customer Service Leader

2 days ago

Tiruppur, Tamil Nadu, India beBeeCustomerService Full time ₹ 9,00,000 - ₹ 12,00,000

Leadership Role for Proactive Customer Service Expert

We are seeking a seasoned customer service leader to oversee daily operations, drive process improvements and ensure high service levels. The ideal candidate will be proactive, experienced and able to manage teams effectively.

  • Monitor and analyze team performance metrics
  • Manage email and chat processes 24/7
  • Provide regular feedback and conduct performance evaluations
  • Handle escalated customer queries and resolve complex issues
  • Work with QA and training teams to ensure adherence to policies and brand guidelines
  • Maintain shift schedules and ensure proper coverage
  • Analyze team performance reports and generate actionable insights
  • Ensure daily agent productivity targets are met
  • Contribute to knowledge base development and continuous process improvement
  • Communicate with stakeholders to coordinate pending/escalation issues
  • Identify training and quality needs
  • Drive recognition and employee engagement initiatives
  • Conduct interviews to select the best candidates for the job profile

Key Requirements:

  • Bachelor's degree or equivalent work experience
  • Minimum 3 years in customer service, with at least 1 year in a leadership role
  • Strong experience in chat and email-based customer support (e-commerce or service industries preferred)
  • Excellent written communication, problem-solving and people management skills
  • Familiarity with tools like Zendesk, Freshdesk, Intercom or similar CRM/chat platforms
  • Ability to handle pressure, multitask and lead teams in a fast-paced environment

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