Senior Customer Service Expert

24 hours ago


Madurai, Tamil Nadu, India beBeeCustomer Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

Unlock a World of Customer Service Excellence

Job Summary:

As a Sr. Specialist - Customer Service Operations, you will be responsible for delivering exceptional customer service experiences across all channels in Emerging Markets.

  • Key Responsibilities:
  • Ensure a premium customer service 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
  • Drive continuous improvement initiatives and hold vendors accountable
  • Support people management by guiding vendor team structures & workload efficiency

Requirements:

To succeed in this role, you should have:

  • 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

Benefits:

  • Opportunity to work with a leading brand
  • Chance to develop your skills and expertise
  • Collaborative and dynamic work environment

What We're Looking For:

  • Results-driven individual 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)

Skills and Qualifications:

  • Strong knowledge of customer service KPIs such as NPS, AHT, CSAT, FCR, and Service Levels
  • Ability to analyze performance metrics and drive improvements
  • Hands-on experience with CRM platforms (Salesforce preferred) and reporting tools like Profit, Leonardo, Gendex


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