- Responsible for managing a team of customer service team members and ensure they deliver High Performance and meet their KRAs.

- Oversee tickets handled by agents, conducting quality audits to ensure adherence to defined processes and service standards.

- Study Existing Processes/SOPs for improvisation , Set Up New processes/sops.

- Innovate solutions and mechanisms that solves customer problems.

- Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience.

- Regular business review with the key clients and focusing on value growth areas for the Business.

- Coordinate with various stakeholders,Handle Escalations , prepare RCA and work upon permanent solutions.

- Drive Continuous Improvements in process , productivity and quality.

Must Have

- Excellent Communication skills

- Experience in Customer Service Management

- High level of analytical ability to identify and solve problems

- Experience in People Management

- Proficiency in Ms Excel, PowerPoint

- Positive to have logistics Experience

📌 Manager - Customer Service (North Goa)
🏢 Delhivery
📍 North Goa