Customer Service Operations Manager

2 weeks ago

Gurgaon, Haryana, India Paisabazaar Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Role

The Customer Service Operations Manager will oversee the daily operations of our customer service team, ensuring that we meet our service level agreements and maintain high customer satisfaction levels. This role requires strong leadership skills and a passion for delivering outstanding service.

Level
- Deputy Manager/Manager

Responsibilities

  • Manage and lead the customer service operations.
  • Develop and implement customer service policies and procedures.
  • Monitor team performance and provide coaching and feedback.
  • Analyze customer service metrics and identify areas for improvement.
  • Collaborate with other departments to enhance the customer experience.
  • Handle escalated customer inquiries and resolve issues effectively.
  • Take care of multiple project related to customer service.
  • Regularly collaborate with internal teams and stakeholders to improve quality management efforts.

Qualifications

  • Bachelor's degree
  • 8+ years of experience in customer service management.
  • Strong in people management with good communication skills
  • Good in project management

Required Skills

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficient in customer service software and tools.
  • Ability to analyze data and make informed decisions.
  • Strong analytical skills, with the ability to analyze customer feedback and develop actionable insights
  • Ability to manage and lead a team of quality analysts and support staff

Preferred Skills

  • Experience in the customer service industry.
  • Knowledge of CRM systems.
  • Project management experience.

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