Senior Customer Service Operations Specialist

22 hours ago


Malappuram, Kerala, India beBeeCustomerService Full time ₹ 12,00,000 - ₹ 14,40,000
Job Title:

Sr. Specialist - Customer Service Operations



Job Description:

This position requires an experienced Sr. Specialist to lead the customer service operations in emerging markets. The successful candidate will be responsible for ensuring a premium customer experience across all channels, managing BPO/vendor operations, and driving KPI performance.



Key Responsibilities:
  • Manage BPO/vendor operations to drive targets, align processes, and act as first escalation point.
  • Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards.
  • Lead business reviews with vendors (monthly/quarterly/annual).
  • Optimize processes and implement rollouts/new functionalities across regions.


Requirements:
  • Bachelor's degree in Business, Communication, or related field (or equivalent experience).
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
  • Expert knowledge in Consumer Service operations.
  • Strong project management & reporting experience.



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