Customer Service Manager

5 days ago

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

Customer Service Manager

Location: Gurgaon

Company:

Job Summary: We are seeking an experienced and results-driven Customer Service Head to lead our customer service team. The ideal candidate will have a strong background in managing chat functions and outbound sales conversions, ensuring exceptional customer experiences and driving sales growth. You will be responsible for overseeing and building a strong team, developing strategies to enhance customer satisfaction, and achieving operational excellence.

Key Responsibilities:

  • Lead and manage the customer service team, focusing on chat functions and outbound sales conversion.
  • Develop and implement effective customer service strategies to enhance the customer experience and drive sales growth.
  • Monitor team performance, providing regular feedback and coaching to ensure high levels of productivity and service quality.
  • Analyze customer interactions and data to identify trends, opportunities, and areas for improvement.
  • Collaborate with other departments to ensure a seamless customer experience and address any service-related issues.
  • Establish and maintain performance metrics, KPIs, and SLAs to ensure the team meets and exceeds targets.
  • Handle escalated customer issues and provide solutions to resolve them promptly and effectively.
  • Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
  • Stay updated on industry trends and best practices to continuously improve customer service operations.
  • Prepare and present regular reports on team performance, customer feedback, and sales conversion rates to senior management.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Minimum of 5 years of experience in a customer service leadership role, with a focus on chat functions and outbound sales conversion.
  • Proven experience managing a team of 15-20 agents in a fast-paced e-commerce environment.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills to interact effectively with customers, team members, and stakeholders.
  • Proficiency in using customer service software and tools, including CRM systems.
  • Ability to develop and implement effective training programs.
  • Strong problem-solving skills and the ability to handle escalated customer issues.
  • Ability to manage multiple tasks and priorities in a dynamic environment.

Preferred Skills:

  • Experience in the furniture rental or e-commerce industry.
  • Knowledge of advanced customer service techniques and best practices.
  • Familiarity with 's business model and customer service standards.
  • Expertise in using tools like Ozontel, Zoho, Freshdesk etc

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