Customer Service Operations Specialist

2 weeks ago

Cochin, Kerala, India beBeeCustomerService Full time ₹ 80,00,000 - ₹ 1,00,00,000

Job Description

We are seeking a highly skilled Customer Service Operations Specialist to join our team. In this role, you will be responsible for ensuring a premium customer service experience across all channels in Emerging Markets.

Your key responsibilities will include managing BPO/vendor operations, monitoring KPIs such as NPS, AHT, case backlogs, service levels, and quality standards. You will also lead business reviews with vendors and optimize processes to drive efficiency and effectiveness.

In addition, you will manage budget planning and cost efficiency, drive continuous improvement initiatives, and support people management by guiding vendor team structures and workload efficiency.

Required Skills and Qualifications

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

Benefits

  • Foster a culture of excellence in customer service
  • Drive process improvements to increase efficiency and effectiveness
  • Collaborate with vendors to achieve shared goals

Others

  • A strong understanding of consumer behavior and market trends
  • The ability to analyze complex data sets and make informed decisions
  • An entrepreneurial mindset with a focus on innovation and growth

Key Performance Indicators

  • NPS: Net Promoter Score measuring consumer satisfaction and loyalty
  • AHT: Average Handling Time measuring case handling efficiency
  • Service Levels: Good to have knowledge of CSAT, FCR, and Service Levels

Tools and Systems

  • Hands-on experience with CRM platforms: Salesforce (preferred), Zendesk, Oracle, or similar CRMs
  • Familiarity with reporting tools like Profit, Leonardo, Gendex
  • High proficiency in Excel & reporting dashboards

Soft Skills

  • Results-driven with strong problem-solving & risk management abilities
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)

  • Customer Service Expert

    2 weeks ago

    Cochin, Kerala, India beBeeHelpDesk Full time ₹ 9,00,000 - ₹ 12,00,000

    Job OverviewWe are seeking a seasoned technical support professional to join our team as a Help Desk Support Specialist.As the first point of contact for users facing issues with technology, software, or services, you will play a critical role in providing end-to-end technical and general support resolution.Key Responsibilities:Determine the issue, research,...

  • Multilingual Customer Service Representative

    2 weeks ago

    Cochin, Kerala, India beBeeCustomer Full time US$ 30,000 - US$ 60,000

    About the JobWe are seeking a customer service specialist to handle inquiries and create content in Spanish and Portuguese for our website.Your primary objective will be to provide excellent customer satisfaction to customers and translate English content into Spanish and Portuguese.As a Customer Support Specialist, you will contact customers and respond to...

  • Pharmacy Operations Specialist

    2 weeks ago

    Cochin, Kerala, India beBeePrescription Full time ₹ 9,00,000 - ₹ 15,00,000

    Job OverviewAs a specialist in pharmacy operations, the ideal candidate will be responsible for handling prescriptions, coordinating with pharmacy technicians, compounding medications, and delivering exceptional customer service.The role involves ensuring timely and accurate prescription fulfillment, assisting customers with their pharmaceutical needs, and...

  • Customer Service Representative

    2 weeks ago

    Cochin, Kerala, India beBeeAnalytical Full time ₹ 5,00,000 - ₹ 10,00,000

    Job SummaryWe are seeking a skilled Technical Support Specialist to provide exceptional customer service and technical support.Key Responsibilities:Respond promptly and professionally to customer inquiries.Diagnose and resolve technical issues using strong analytical skills.Requirements:Excellent communication skills and ability to work independently...

  • Customer Care Specialist

    2 weeks ago

    Cochin, Kerala, India beBeeCustomerCare Full time ₹ 40,00,000 - ₹ 80,00,000

    Job Opportunity: Customer Care SpecialistWe are seeking a skilled Customer Care Specialist to fill this key position. The ideal candidate will be responsible for delivering exceptional customer service, ensuring customer satisfaction, and maintaining positive relationships with customers.This is a full-time remote role that requires strong interpersonal and...

  • Holidays Operations Specialist

    1 week ago

    Cochin, Kerala, India TRINITY INTERNATIONAL STUDY Full time ₹ 20,000 - ₹ 2,00,000 per year

    Trinity International is seeking an experienced Holidays Operations Specialist to join our team. The ideal candidate will have a strong background in handling tour operations, excellent communication skills, and the ability to manage end-to-end holiday packages with efficiency and customer satisfaction.Key ResponsibilitiesCoordinate and manage domestic &...

  • Customer Service Specialist

    1 week ago

    Cochin, Kerala, India beBeeCustomerSupport Full time ₹ 15,00,000 - ₹ 25,00,000

    Customer Support RoleWe are seeking a dedicated professional to provide exceptional customer service via phone, email, and chat support.Key Responsibilities:Respond promptly to customer inquiries and resolve issues efficiently.Collaborate with cross-functional teams to deliver seamless customer experiences.Requirements:1-3 years of experience in...

  • Customer Service Associate

    2 weeks ago

    Cochin, Kerala, India Greens Angaadi Agro Pvt Ltd Full time ₹ 13,000 - ₹ 1,60,000 per year

    Job description:Greens Angaadi Agro Pvt Ltd is looking for enthusiastic and customer-friendly Customer Service Executive (both male and female) to join our team. The selected candidates will be responsible for product stacking, display setting, customer service, and billing.Key Responsibilities:Arrange and stack products in an organized manner.Set up and...

  • Customer Service Representative

    2 weeks ago

    Cochin, Kerala, India beBeeCustomerService Full time ₹ 25,00,000 - ₹ 50,00,000

    Customer Service RepresentativeThe ideal candidate is passionate about delivering exceptional customer experiences and resolving issues proactively.Key Responsibilities:Engage with customers via multiple communication channels to provide knowledgeable answers and meet their needs.Collaborate with internal teams to resolve customer complaints and concerns...

  • Customer Service Manager

    6 days ago

    Cochin, Kerala, India Phenomenal HR Full time ₹ 2,50,000 - ₹ 12,00,000 per year

    Job Description – Customer Service Manager (Female)Location: Kochi, KeralaExperience Required: 3–5 yearsAbout the RoleWe are looking for an experienced Customer Service Manager (Female) to lead our service coordination team at our Kochi office. The ideal candidate will have strong managerial and administrative skills, proven experience in handling and...