Senior Customer Service Operations Expert

20 hours ago


Tiruchi, Tamil Nadu, India beBeeOperational Full time ₹ 70,00,000 - ₹ 1,25,00,000
Customer Service Operations Senior Specialist

As a senior specialist for customer service operations, you will be responsible for delivering exceptional customer experience across e-commerce and retail channels. Your expertise in vendor management and operational excellence will drive results and ensure alignment with business objectives.

Key Responsibilities:
  • Manage BPO/vendor operations to drive targets and align processes.
  • Monitor key performance indicators (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.
Requirements:
  • Strong knowledge of customer service KPIs.
  • Proven track record in vendor management and operational excellence.
  • Experience managing multi-country or complex CS processes.
  • Expert knowledge in consumer service operations.
Preferred Skills:
  • Hands-on experience with CRM platforms, preferably Salesforce.
  • Familiarity with reporting tools like Profit, Leonardo, Gendex.
  • High proficiency in Excel and reporting dashboards.
Soft Skills:
  • Results-driven with strong problem-solving and risk management abilities.
  • Excellent stakeholder and vendor management skills.
  • Ability to adapt quickly in a dynamic environment.
  • Strong communication skills in English.
Qualifications:
  • Bachelor's degree in Business, Communication, or related field.
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.


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