Customer Service Operations Executive

1 day ago

Bengaluru, Karnataka, India beBeeLeader Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title:

A Service Delivery Manager position has become available at our organization.

Role Summary:

We are seeking an experienced leader to oversee a high-performing customer service team. The successful candidate will be responsible for day-to-day operations, ensuring exceptional service levels, coaching team members, and driving process improvements to enhance customer satisfaction.

Key Responsibilities:
  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.)
  • Manage email and chat processes 24/7
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement
  • Handle escalated customer queries and resolve complex issues efficiently
  • Work with QA and Training teams to ensure adherence to policies, tone, and brand guidelines
  • Maintain shift schedules, ensure proper coverage, and manage attendance
  • Analyze team performance reports and generate actionable insights for optimization
  • Ensure daily agent productivity targets are met
  • Contribute to knowledge base development and continuous process improvement
  • Communicate with warehouse teams to coordinate pending or escalation issues
  • Identify training and quality needs
  • Drive R&R and employee engagement initiatives
  • Conduct interviews to select the best candidates to fit the job profile
Requirements:
  • Bachelor's degree or equivalent work experience
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role
  • Strong experience in chat and email-based customer support (e-commerce or service industries preferred)
  • Excellent written communication, problem-solving, and people management skills
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment
Benefits:

The ideal candidate will receive a competitive compensation package, opportunities for career growth, and a dynamic work environment.

How to Apply:

Interested candidates should submit their resume and cover letter for consideration.

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