Customer Experience Manager

1 day ago

Thiruvananthapuram, Kerala, India beBeeCustomerService Full time ₹ 6,00,000 - ₹ 12,00,000
Customer Service Team Lead Role

We are seeking a proactive and experienced professional to oversee our blended customer service process.

The ideal candidate will manage day-to-day operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction and loyalty.

  • Monitor daily customer volume metrics, response times, and customer satisfaction ratings (CSAT, FCR, AHT, etc.).
  • Manage 24/7 email and chat processes, providing timely responses and resolutions to customer inquiries.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement in skills and knowledge.
  • Handle escalated customer queries and resolve complex issues efficiently, ensuring customer retention and growth.
  • Collaborate with quality assurance and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance to meet business needs.
  • Analyze team performance reports and generate actionable insights for optimization and improvement.
  • Ensure daily agent productivity targets are met, driving sales and revenue growth.
  • Contribute to knowledge base development and continuous process improvement initiatives.
  • Communicate with internal stakeholders to coordinate pending and escalated issues.
  • Identify training and quality needs to enhance employee skills and knowledge.
  • Drive employee engagement and retention strategies to reduce turnover and improve morale.

Requirements:

  • Bachelor's degree or equivalent work experience in customer service or a related field.
  • Minimum 3 years in customer-facing roles, with at least 1 year in a leadership or supervisory capacity.
  • Strong experience in chat and email-based customer support, preferably in e-commerce or service industries.
  • Excellent written communication, problem-solving, and people management skills to lead teams effectively.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms to streamline customer interactions.
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment with changing priorities.

Key Skills: Leadership, Problem-Solving, Communication, Team Management, Customer Service, Time Management, Adaptability, Flexibility.

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