Customer Service Leader

1 day ago

Hyderabad Secunderabad Telangana, India beBeeLeadership Full time ₹ 1,04,000 - ₹ 1,30,878

Welcome to a role that lets you bring your best self to work every day.

Our team is looking for a highly skilled and motivated individual to take on a challenging leadership position.

The ideal candidate will have a proven track record of delivering exceptional customer service, managing high-performing teams, and driving business growth through process improvements.

  • Provide proactive customer support to internal and external stakeholders while adhering to company policies and procedures.
  • Collaborate cross-functionally with program, quality, and training teams to enhance existing workflows and processes.
  • Maintain key performance indicators such as response times, resolution rates, reopen rates, and quality metrics.
  • Lead, mentor, and manage a team of customer service managers and associates, fostering high levels of employee engagement, performance, and growth.
  • Continuously seek opportunities to improve the customer service division and its performance.
  • Identify trends in customer concerns and work collaboratively to develop solutions.
  • Ensure AP inquiries comply with company policies.
  • Develop in-depth knowledge of PTP processes.
  • Serve as a subject matter expert in PTP processes and technologies, including SAP SRM, Ariba, PeopleSoft, Oracle, OpenText VIM, and SAP ECC, for non-content spend.
  • Support PTP system changes, improvements, and new company codes created with testing as required and support new business projects, acquisitions, and integrations where needed.
  • Support integration and onboarding of new acquisitions into our processes and systems.
Qualifications & Experience
  • Minimum 7 years' working experience in a Global SSC/BPO and 3+ years of management experience.
  • Bachelor's degree in accounting or finance.
  • Experience in the media industry and/or media sales is preferred.
  • A working knowledge of Microsoft Office products, including Outlook, Word, and PowerPoint.
  • Open to work in EMEA/US time zones.
  • Experience with project management and leadership.
  • Strong knowledge of AP processes, invoice processing, and payment cycles.
  • Previous experience with ServiceNow is essential.
  • Experience with ERP systems SAP and Ariba is preferred.
  • Excellent written and oral communication skills in English.
  • Experience of leading a team.
  • Attention to detail.
  • Good understanding of cultural sensitivity and customer service ethics.
  • Global mindset and flexible approach to work.
Benefits

This role offers a range of benefits, including career-defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.

You will be supported, celebrated, and empowered to thrive in this exciting opportunity.

Championing Inclusion at Our Organization

We embrace the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds, and experiences. We are an equal opportunity employer and consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability, or any other category protected by law.

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