Customer Service Leader

2 days ago

Mumbai, Maharashtra, India beBeeCustomerServiceLeader Full time ₹ 1,04,000 - ₹ 1,30,878

About this role:

  • We are looking for a seasoned customer service leader to oversee the daily operations of our customer service team.

Key responsibilities include:

  1. Strategic planning: Develop and implement customer-centric strategies to drive growth and excellence in customer service.
  2. Team management: Lead, coach, and develop a high-performing team of customer service professionals.
  3. Process improvement: Analyze and optimize customer service processes to enhance efficiency, quality, and customer satisfaction.
  4. Training and development: Design and deliver effective training programs to improve employee skills and knowledge.
  5. Change management: Successfully transition new technologies and systems to ensure seamless operations.

Required qualifications and skills:

  • Leadership experience: 9-15 years of leadership experience in customer service operations, with at least 3-5 years in a managerial or senior managerial role.
  • Problem-solving skills: Proven ability to assess operational challenges and develop practical solutions that enhance service delivery and customer satisfaction.
  • Communication skills: Excellent communication and presentation skills, with the ability to influence senior leadership decision-making.
  • Analytical skills: Ability to analyze performance data, identify trends, and make informed decisions based on metrics such as CSAT, NPS, FTR, and SLA.
  • Adaptability: Experience working in fast-paced, dynamic environments with evolving systems and tools.

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