Senior Customer Experience Professional

2 weeks ago


Coimbatore, Tamil Nadu, India beBeeCustomer Full time ₹ 12,00,000 - ₹ 18,00,000
Customer Support Manager Role

We are seeking an experienced professional to lead our customer support center, ensuring seamless coordination across all divisions and delivering exceptional customer service.

Key Responsibilities:

  • Lead and manage a 24x7 call center team handling complaints, roadside assistance, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.

Operational Focus Areas:

  • Roadside Assistance Operations
  • Product Complaints Management
  • General Inquiry Management
  • Escalation Handling
  • Post Service Feedback
  • Reporting and Analytics
  • Compliance and Quality Assurance
  • Crisis Management

Requirements:

  • Foster a customer-first culture within the team.
  • Identify and implement innovative service delivery methods, including digital and self-service tools.


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