Senior Customer Service Manager

2 days ago

Mumbai, Maharashtra, India beBeeCustomerService Full time ₹ 6,00,000 - ₹ 8,00,000

Job Title: Senior Customer Service Manager

About the Role:

We are seeking an experienced and skilled Senior Customer Service Manager to lead our non-voice customer service team. As a key member of our leadership team, you will be responsible for driving business outcomes through exceptional customer experience.

Key Responsibilities:

  1. Lead and manage a high-performing team of customer service representatives handling non-voice channels (email, chat, query form, etc.)
  2. Set clear performance expectations and ensure team members meet service level agreements (SLAs)
  3. Conduct regular performance reviews, provide feedback, and develop career growth opportunities for team members

Operational Excellence:

  1. Oversee daily operations, ensuring a high level of service quality, accuracy, and efficiency
  2. Monitor and optimize response times, customer satisfaction, and resolution rates
  3. Develop and implement strategies to improve operational efficiency and customer service outcomes
  4. Ensure compliance with industry regulations and data protection laws

Customer Experience Improvement:

  1. Analyze customer feedback, conduct root cause analysis, and initiate corrective actions to continuously improve the customer experience
  2. Implement customer service best practices to drive engagement and satisfaction

Reporting & Analytics:

  1. Generate and analyze reports on key performance indicators (KPIs), such as response time, first contact resolution (FCR), and customer satisfaction scores
  2. Provide insights and recommendations for process improvements based on data analysis
  3. Present regular updates to senior leadership on team performance, trends, and improvement initiatives

Process Optimization:

  1. Evaluate existing workflows and recommend process enhancements to increase team productivity and reduce response times
  2. Lead process improvement initiatives and work cross-functionally with other departments to ensure smooth operations

Stakeholder Collaboration:

  1. Collaborate with cross-functional teams to support customer service initiatives and ensure alignment with organizational goals
  2. Act as a liaison between non-voice customer service and other departments to ensure consistency in customer service delivery

Requirements:

  • Bachelor's degree or MBA
  • 6-10 years of experience in customer service management
  • Well-versed in MS Office and PowerPoint

Bonus Points:

  • Certifications in customer service management
  • Experience in process improvement and change management

We Offer:

  • A competitive salary and benefits package
  • Opportunities for career growth and professional development
  • A dynamic and supportive work environment

How to Apply:

Please submit your resume and cover letter to us. We look forward to hearing from you

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