Customer Experience Operations Specialist

20 hours ago


Anand, Gujarat, India beBeeCustomerService Full time ₹ 15,00,000 - ₹ 20,00,000

Job Description: As a Senior Specialist in Customer Service Operations, you will be responsible for delivering a premium customer experience across various channels. Your primary goal will be to manage BPO/vendor operations, drive performance metrics, and support efficiency, quality, and membership-first initiatives.

Key Responsibilities:

  • Ensure a superior customer service experience across all channels in Emerging Markets
  • Manage BPO/vendor operations: drive targets, align processes, and act as the first escalation point
  • Monitor key performance indicators (KPIs): NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors on a regular basis
  • Optimize processes and implement rollouts/new functionalities across regions
  • Drive continuous improvement initiatives and hold vendors accountable

Requirements:

  • Bachelor's degree in Business, Communication, or a 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

Skills and Qualifications:

  • Results-driven with strong problem-solving & risk management abilities
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)

What We're Looking For:

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

Benefits:

  • Solid understanding of process optimization & continuous improvement
  • Familiarity with CRM platforms like Salesforce, Zendesk, Oracle, or similar CRMs
  • High proficiency in Excel & reporting dashboards


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