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Senior Customer Service Team Manager

3 weeks ago

Panchkula, Haryana, India beBeeCustomerCare Full time ₹ 10,00,000 - ₹ 2,55,58,630
Job Overview

We are seeking a seasoned customer service professional to lead and manage a team of customer care representatives. The ideal candidate will have a proven track record in managing customer service teams, handling customer inquiries through multiple channels, and ensuring high customer satisfaction.

Key Responsibilities
  • Customer Interaction Management: Handle customer inquiries and concerns through call and chat platforms, ensuring prompt, clear, and helpful communication. Resolve complex customer issues, ensuring the customer's needs are met effectively and professionally.
  • Team Leadership & Supervision: Lead and manage a team of customer care representatives, ensuring adherence to quality standards and service level agreements. Provide day-to-day guidance and support to team members, offering training and coaching to improve their performance and customer handling skills.
  • Performance Monitoring & Reporting: Generate detailed reports on team performance using Excel, tracking metrics like call/chat volume, response time, and customer satisfaction. Analyze customer service data to identify areas for improvement and implement strategies to increase efficiency and quality.
  • Customer Satisfaction Focus: Ensure the team delivers exceptional service, leading to high customer satisfaction and loyalty. Continuously monitor and improve service delivery to meet customer expectations and ensure that feedback is taken into account for service improvements.
  • Escalation Management: Handle and resolve escalated customer complaints and issues in a calm and efficient manner. Serve as the final point of contact for complex or high-priority customer issues, ensuring prompt resolution.
  • Process Improvement & Compliance: Collaborate with other departments to identify process improvements and recommend best practices for improving customer interactions. Ensure that all customer service procedures are followed and that compliance with company policies and quality standards is maintained.
  • Team Engagement & Motivation: Foster a positive work environment, ensuring the team stays motivated and engaged. Recognize and celebrate team achievements to maintain morale and encourage continuous improvement.
Qualifications
  • Minimum 3 years in customer service, with at least 1-2 years of leadership or supervisory experience.
  • Bachelor's degree in Business, Communications, or a related field (preferred).
  • Strong experience in handling customer interactions via call and chat platforms.
  • Proficient in Microsoft Excel and experience in creating and analyzing customer service reports.
  • Exceptional communication, problem-solving, and conflict-resolution skills.
  • Ability to manage and guide a customer service team while ensuring high standards of service.
  • Customer-focused mindset with a passion for delivering excellent service.