Senior Customer Experience Manager

4 days ago

Mysore, Karnataka, India beBeeCustomerService Full time ₹ 10,00,000 - ₹ 25,00,000

Job Title: Customer Service Team Lead

About the Role

We are seeking a seasoned professional to lead our customer support team. As a Customer Service Team Lead, you will be responsible for driving excellent customer service, monitoring performance, coaching team members, and ensuring they have the right tools and resources to succeed in a positive work environment.

Key Responsibilities

  • Manage and lead a team of customer support representatives.
  • Ensure that the team provides exceptional customer service by monitoring calls, emails, and chat interactions and providing feedback and coaching to team members.
  • Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.
  • Analyze customer feedback and identify areas for improvement in the customer support process.
  • Identify opportunities to improve customer experience and work with the team to implement solutions.
  • Motivate and encourage the team to achieve their targets and goals.
  • Ensure that the team is up to date with the latest product and service information.

Requirements

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

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