Customer Service Manager
2 days ago
Our integrated teams — spanning Design, Technology, Digital, Support,Contact Centres, and Club Ambassadors — provide a seamless, single- window solution for our customers.
CRM built on Salesforce and Heroku
End-to-end integration managedvia MuleSoft
Mobile applications developed on the Ionic hybrid platform
Omni-channel contact centres integrated with voice, chat,WhatsApp, Facebook Messenger, email, social, web, and SMS
Job Title – Manager Customer Experience
Experience – 10 years+
The position is responsible for the leadership of Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
Generate additional process insights, RCAs and Action Plans to improve customer experience.
scaling end-to-end customer support operation and leading digital transformation initiatives.
building, Process re-engineering, Automation, Grievance Handling and Customer-Centric Strategies. operations, leading digital transformation initiatives.
Led core Customer Experience teams across voice, chat, email, backend.
Applied strong analytical acumen to interpret performance dashboards, identify root causes, generate data-driven action plans.
In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, Training, Quality, Resourcing, Customer Service, Sales etc.)
Should have deep knowledge and understanding of the BPO/Contact Centre operations.
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