Senior Customer Experience Manager

15 hours ago


Bhavnagar, Gujarat, India beBeeCustomerService Full time ₹ 14,38,916 - ₹ 21,59,750

Job Title: Senior Specialist Customer Service Operations

We are seeking a skilled and experienced Senior Specialist to join our team in delivering exceptional customer service across e-commerce and retail channels.

Key Responsibilities:
  • Manage operations to drive targets, align processes, and act as first escalation point.
  • Monitor key performance indicators (KPIs): Net Promoter Score (NPS), Average Handling Time (AHT), case backlogs, service levels, and quality standards.
  • Lead regular business reviews with vendors.
  • Optimize processes and implement rollouts/new functionalities across regions.
  • Support people management by guiding vendor team structures & workload efficiency.
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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