Chief Customer Experience Officer

8 hours ago


Kota, Rajasthan, India beBeeOperations Full time ₹ 8,00,000 - ₹ 13,50,000
Customer Service Operations Manager

We are seeking a dynamic and experienced operations professional to lead our 24x7 customer support center.

  • Leadership and Team Management:
    • Lead and manage a team handling complaints, escalations, and general inquiries.
    • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
    • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
    • Identify training needs and conduct regular upskilling sessions.
  • Roadside Assistance (RSA) Operations:
    • Manage third-party RSA vendors to ensure SLA adherence and service quality.
    • Collaborate with field teams and dealers to resolve escalations and meet defined KPIs.
  • Product Complaints Management:
    • Oversee the end-to-end handling of product-related complaints.
    • Coordinate with relevant teams for timely and effective resolution.
  • General Inquiry Management:
    • Supervise accurate and timely responses to customer queries.
    • Maintain and update a centralized knowledge base to support agents.
  • Escalation Handling:
    • Ensure prompt acknowledgment and resolution of escalation emails.
    • Conduct root cause analysis to identify recurring issues and implement corrective actions.
  • Post Service Feedback (PSF):
    • Ensure timely collection of PSF through structured calls and surveys.
    • Analyse feedback data and share insights with respective teams for service enhancement.
  • Reporting and Analytics:
    • Maintain real-time dashboards for RSA, complaints, PSF, and inquiries.
    • Generate and present periodic performance reports with actionable insights.
  • Compliance and Quality Assurance:
    • Ensure adherence to regulatory standards and internal policies.
    • Implement quality monitoring programs to ensure service consistency.
  • Crisis Management:
    • Develop and maintain emergency response protocols for service disruptions.
    • Regularly update contingency plans for high call volumes, system outages, etc.


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