CS Operations Specialist

1 week ago

Jaipur, Rajasthan, India beBeeOperations Full time ₹ 18,00,000 - ₹ 21,00,000

Customer Service Operations Role Overview

You will be responsible for delivering a premium customer experience across various channels. Your primary objectives include managing business process outsourcing/vendor operations, driving key performance indicators (KPIs), and supporting efficiency, quality, and membership-first initiatives.

Key Responsibilities

  • Ensure a premium customer service experience across all channels in emerging markets.
  • Manage BPO/vendor operations by driving targets, aligning processes, and serving as the first escalation point.
  • Monitor KPIs such as NPS, AHT, case backlogs, service levels, and quality standards.
  • Lead regular business reviews with vendors.
  • Optimize processes and implement rollouts/new functionalities across regions.
  • Support people management by guiding vendor team structures & workload efficiency.

Requirements

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience).
  • 3+ years of experience in contact vendor management within retail, digital, or e-commerce.
  • Expert knowledge in consumer service operations.
  • Strong project management & reporting experience.

Desirable Skills

  • Proven track record in vendor management and operational excellence.
  • Exposure to retail, e-commerce, or digital consumer service environments.
  • Experience managing multi-country or complex CS processes.
  • Strong knowledge of customer service KPIs such as NPS, AHT, CSAT, FCR, service levels.
  • Ability to analyze performance metrics and drive improvements.
  • Hands-on experience with CRM platforms: Salesforce (preferred), Zendesk, Oracle, or similar CRMs.
  • Familiarity with reporting tools like Profit, Leonardo, Gendex.
  • High proficiency in Excel & reporting dashboards.

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