Customer Service Experience Manager

7 days ago

Salem, Tamil Nadu, India beBeeCustomerService Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Job Description

As a Customer Service Operations Specialist, you will play a pivotal role in ensuring a premium customer service experience across various channels. Your primary responsibility will be to manage BPO/vendor operations, drive key performance indicators (KPIs), and support efficiency, quality, and membership-first initiatives.

Required Skills and Qualifications
  • 3+ years of experience in Customer Service (BPO / Contact Center Operations)
  • Proven track record in vendor management and operational excellence
  • Exposure to Retail, Digital, or eCommerce environments
  • Experience managing multi-country or complex CS processes
Benefits

Our ideal candidate will possess strong analytical skills, the ability to work effectively in a dynamic environment, and excellent communication skills in English. If you are results-driven with strong problem-solving and risk management abilities, we encourage you to apply.

Others

Key Responsibilities:

  • Ensure a premium CS 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

Minimum Qualifications:

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCommerce
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

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