Customer Experience Specialist

6 days ago

Tiruppur, Tamil Nadu, India beBeeConsumerService Full time US$ 10,43,000 - US$ 10,98,400

Sr. Specialist – Customer Service Operations

As a Sr. Specialist in Customer Service Operations, you will be responsible for ensuring a premium customer experience across various channels.

The role involves managing business process outsourcing (BPO) vendor operations, driving performance key indicators (KPIs), and supporting efficiency, quality, and membership-first initiatives.

You will work closely with vendors to monitor KPIs such as Net Promoter Score (NPS), Average Handling Time (AHT), case backlogs, service levels, and quality standards.

The successful candidate will have strong analytical and problem-solving skills, excellent stakeholder management abilities, and the ability to adapt quickly in a dynamic environment.

In this role, you will lead business reviews with vendors on a regular basis and optimize processes to implement rollouts and new functionalities across regions.

You will also manage budget planning and cost efficiency, drive continuous improvement initiatives, and hold vendors accountable for their performance.

The ideal candidate will have a bachelor's degree in Business, Communication, or a related field, with at least 3 years of experience in contact vendor management within retail, digital, or e-commerce environments.

You should have expert knowledge in Consumer Service operations, strong project management and reporting experience, and the ability to analyze performance metrics and drive improvements.

Key Responsibilities:

  • Ensure a premium customer experience across all channels in emerging markets.
  • Manage BPO/vendor operations: 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.
  • Manage and support budget planning & cost efficiency.
  • Drive continuous improvement initiatives and hold vendors accountable.
  • Support people management by guiding vendor team structures & workload efficiency.

Required Skills and Qualifications:

  • 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 environments.
  • Expert knowledge in Consumer Service operations.
  • Strong project management & reporting experience.
  • Ability to analyze performance metrics and drive improvements.

Benefits:

  • Familiarity with CRM platforms (Salesforce preferred) and reporting tools like Profit, Leonardo, Gendex.
  • High proficiency in Excel & reporting dashboards.
  • Results-driven with strong problem-solving & risk management abilities.
  • Excellent stakeholder & vendor management skills.
  • Ability to adapt quickly in a dynamic environment.

Others:

  • Experience managing multi-country or complex CS processes.
  • Strong knowledge of Customer Service KPIs such as NPS, AHT, and CSAT.
  • Ability to analyze performance metrics and drive improvements.
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