Senior Customer Service Representative

2 days ago

Mangalore, Karnataka, India beBeeCustomerCare Full time ₹ 15,00,000 - ₹ 28,00,000
Customer Care Senior Associate

As a Customer Care Senior Associate, you will be responsible for overseeing and managing customer care operations within an organization.

  • You will lead a team of customer care representatives, ensuring they provide excellent customer service and resolve complex issues efficiently.
  • Key responsibilities include:
  1. Team Management: Supervise and train a team of customer care representatives to ensure they meet customer needs and expectations.
  2. Customer Issue Resolution: Handle complex customer complaints and escalations, providing solutions that meet customer satisfaction.
  3. Process Improvement: Identify areas for improvement within the customer care department, streamlining processes and implementing new technologies or tools to enhance the customer experience.
  4. Performance Monitoring: Track key metrics such as customer satisfaction, response times, and issue resolution rates to evaluate team performance.
  5. Regular feedback and Performance Evaluations: Provide regular feedback and conduct performance evaluations to ensure employees are meeting their goals and objectives.
  6. Customer Relationship Management: Build and maintain positive relationships with key customers, addressing their needs and concerns in a timely manner.
  7. Reporting: Prepare reports and presentations on customer care metrics, team performance, and customer feedback to inform business decisions.
  8. Training and Development: Identify training needs within the customer care team and coordinate training programs to enhance their skills and knowledge.
  9. Collaboration: Work closely with other departments to gather feedback, address customer pain points, and improve overall customer satisfaction.

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