Senior Service Specialist

24 hours ago

Rajkot, Gujarat, India beBeeCustomer Full time ₹ 90,00,000 - ₹ 1,20,00,000

Unlock a Rewarding Career as a Senior Service Specialist

Job Title: Sr. Service Specialist

Location: Emerging Markets

Function: Consumer Experience

Experience: 3-6 Years

As a Sr. Service Specialist, you will play a pivotal role in delivering exceptional customer experiences across eCom and retail channels. Your responsibilities will include:

  • Ensuring a premium service experience across all channels in Emerging Markets.
  • Managing BPO/vendor operations, driving targets, aligning processes, and serving as the first escalation point.
  • Monitoring key performance indicators (KPIs) such as NPS, AHT, case backlogs, service levels, and quality standards.
  • Leading business reviews with vendors on a regular basis.
  • Optimizing processes and implementing rollouts/new functionalities across regions.
  • Driving continuous improvement initiatives and holding vendors accountable.
  • Supporting people management by guiding vendor team structures & workload efficiency.

The Ideal Candidate:

  • Will possess a Bachelor's degree in Business, Communication, or a related field (or equivalent experience).
  • Will have 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
  • Will exhibit expert knowledge in Consumer Service operations.
  • Will demonstrate strong project management & reporting experience.

Key Skills:

  • Strong analytical skills with ability to analyze performance metrics and drive improvements.
  • Proven track record in vendor management and operational excellence.
  • Exposure to Retail, eCommerce, or Digital consumer service environments.
  • Experience managing multi-country or complex CS processes.

Benefits:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive compensation package.

Join our team and take your career to the next level

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