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Senior Customer Experience Manager

3 weeks ago

Hyderabad, Telangana, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title:

 

Role Description:

We are seeking a seasoned leader to join our organization as a Customer Service Team Lead. The successful candidate will be responsible for leading a team of customer support representatives, ensuring exceptional customer service through monitoring and feedback, developing processes for efficiency and effectiveness, analyzing customer feedback, identifying areas for improvement, and motivating the team to achieve targets.

 

Key Responsibilities:

  • Manage and lead a team of customer support representatives.
  • Monitor calls, emails, and chat interactions to provide feedback and coaching.
  • Develop and implement processes to improve efficiency and effectiveness.
  • Analyze customer feedback and identify areas for improvement.
  • Motivate and encourage the team to achieve targets.
  • Ensure team members are up-to-date with product and service information.

 

Requirements:

  • Minimum 8-10 years experience in customer support or customer service role with at least 5 years leadership/supervisory experience.
  • Excellent communication skills (written and verbal).
  • Strong interpersonal skills.
  • Strong problem-solving skills and ability to make decisions under pressure.
  • Ability to work in fast-paced environment and manage multiple tasks/priorities.
  • Experience with customer support software/tools.
  • Ability to analyze data and make data-driven decisions.