Exceptional Customer Service Expert

5 days ago

Gurgaon, Haryana, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000

Job Opportunity: Deliver Exceptional Customer Service

We are seeking a highly skilled and dedicated Lead Operations professional to join our team. As a key member of our Full Case Management unit, you will be responsible for delivering timely and accurate customer service through various mediums.

  • 80% of your production time will be spent on calls, with 20% allocated to reviewing claims and taking necessary actions.
  • Handle calls with an approach that prioritizes positive customer satisfaction.
  • Maintain internal and client-defined quality standards on calls.

As a Lead Operations professional, you will also be responsible for:

  • Understanding and contributing positively towards meeting client SLAs and targets.
  • Ensuring Customer Service Representative, Team, and Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently.
  • Taking complete ownership of self-learning and development.
  • Ensuring proper documentation and follow-ups, adhering to SOPs.
  • Acting as a change catalyst, supporting colleague engagement by enabling a positive environment and improving quality and existing processes.
  • Identifying, sharing, and supporting operational enhancements.
  • Transitions & Mentoring – Actively involved in knowledge transfer and process setup.

Requirements

  • Graduate in a listed discipline (BA, BCom, BCA aggregate marks of >=55%)
  • Work Experience of 6+ years in International Customer Service “Voice”
  • Prior Customer Service experience would be beneficial
  • Excellent verbal and written communication skills with minimal grammatical errors
  • Basic computer operating skills required (MS-Office Applications)
  • Appropriate Typing speed to efficiently manage documentation during/post interaction
  • Ability to work evening/night shifts
  • Good analytical skills and attention to detail

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