Customer Service Operations Manager

1 week ago


Mumbai, Maharashtra, India Zeca Tech Full time
Customer Service Operations Manager

At Zeca Tech, we are seeking a highly skilled Customer Service Operations Manager to oversee our customer service operations. As a key member of our team, you will be responsible for ensuring exceptional customer satisfaction and maintaining strong customer relationships.

  • Key Responsibilities:
    • Manage and lead a team of customer service representatives
    • Develop and implement customer service policies and procedures
    • Resolve escalated customer complaints and issues
    • Monitor customer service metrics and KPIs
    • Implement strategies to improve customer satisfaction
    • Train and onboard new customer service staff
    • Collaborate with other departments to ensure seamless customer experience
    • Conduct performance evaluations and provide feedback to team members
    • Identify customer service trends and make recommendations for improvement
    • Participate in the recruitment process for customer service staff
    • Handle complex or high-value customer interactions
    • Ensure compliance with relevant regulations and policies
    • Manage customer communication channels (phone, email, chat, etc.)
    • Track and analyze customer service data to identify areas for improvement
    • Develop and maintain positive relationships with key customers
Required Qualifications:
  • Bachelor's degree in Business Administration or related field
  • Proven experience in a customer service management role
  • Excellent leadership and decision-making skills
  • Strong understanding of customer relationship management (CRM) systems
  • Exceptional problem-solving abilities
  • Outstanding communication and interpersonal skills
  • Ability to handle difficult customer interactions with professionalism
  • Proficiency in MS Office and customer service software
  • Demonstrated experience in developing and implementing customer service strategies
  • Knowledge of industry best practices in customer service
  • Ability to work effectively under pressure and meet deadlines
  • Proven track record of improving customer satisfaction metrics
  • Experience in training and mentoring customer service staff
  • Strong analytical and reporting skills

Key Skills: leadership, customer relationship management, MS Office, analytical skills, industry best practices, team management, mentoring, interpersonal, reporting skills, customer service software, training, CRM systems, communication, strategy development, problem-solving, customer service management



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