Senior Customer Service Operations Specialist

2 days ago

Jamnagar, Gujarat, India beBeeCustomerServiceOps Full time ₹ 10,00,000 - ₹ 25,00,000

Job Description:

We are seeking a seasoned professional to lead our customer service operations in emerging markets. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and driving business growth.

The ideal candidate will have a proven track record of managing vendor operations, driving key performance indicators (KPIs), and optimizing processes to improve efficiency and quality.

  • Key Responsibilities:
  • Manage BPO/vendor operations to drive targets and align processes
  • Monitor KPIs such as NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors on a regular basis
  • Optimize processes and implement rollouts/new functionalities across regions
  • Drive continuous improvement initiatives and hold vendors accountable

Required Skills and Qualifications:

To succeed in this role, you will need to possess the following skills and qualifications:

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

Benefits:

This role offers a range of benefits, including:

  • The opportunity to work with a dynamic team and contribute to the growth of our business
  • A competitive salary and benefits package
  • Opportunities for professional development and career advancement

Other Requirements:

In addition to the above requirements, we are looking for someone who is able to:

  • Work effectively in a fast-paced environment and adapt quickly to changing priorities
  • Communicate effectively with stakeholders at all levels
  • Demonstrate strong problem-solving and analytical skills

Keyword: CustomerServiceOps

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