Chief Customer Experience Manager

5 days ago


Madurai, Tamil Nadu, India beBeeLeadership Full time ₹ 6,00,000 - ₹ 12,00,000

We are seeking a skilled Customer Support Team Lead to oversee the daily operations of our customer support team.

Responsibilities:
  • Lead and manage a team of customer support representatives, providing guidance, coaching, and support as needed.
  • Monitor key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores.
  • Maintain call and email quality above 90% and ensure emails are responded to within 24 hours.
  • Drive Customer Satisfaction (CSAT) by ensuring a rating above 4/5 or 8/10 for both answered calls and emails.
  • Manage team productivity by maintaining an average talk time of 6 hours per day per agent.
  • Ensure the team answers a minimum of 120 calls per day or achieves 6 hours of talk time.
  • Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction.
  • Monitor customer interactions to ensure quality standards are met and maintained.
  • Analyze customer support metrics and KPIs to track performance and identify trends.
  • Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.
Qualifications & Skills:
  • Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role.
  • Prior experience in Customer Support is required, with a preference for candidates with experience in the D2C industry.
  • Excellent command over English language.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Proficiency in Excel for data analysis and reporting purposes.
  • Exceptional problem-solving abilities and the capacity to handle challenging situations.
  • Proven leadership qualities with the ability to inspire and motivate team members.
  • Ability to work effectively under pressure and meet tight deadlines.


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