Key Responsibilities:
● Manage and lead a team of Customer Service Executives across email/Chat/Voice, and other support channels.
● Drive team performance against key metrics such as CSAT, Productivity, Quality, SLA and Adherence.
● Conduct regular coaching, feedback sessions, and performance reviews to enhance team effectiveness.
● Monitor daily operations and ensure timely resolution of customer concerns and
escalations.
● Collaborate with cross-functional teams including Logistics, Product, Repair, Installation and Category teams to improve customer experience.
● Identify process improvement opportunities and drive operational excellence initiatives.
● Prepare and analyze performance reports, identify trends, and recommend corrective actions.
● Ensure compliance with company policies, SOPs, and quality standards.
Eligibility Criteria:
● Minimum 2 years of experience in Customer Service/Experience role(Current designation- Senior. Consultant or above).
● Strong understanding of customer service operations and performance management.
● Valuable analytical, communication, and stakeholder management skills.
● Proficiency in Excel/Google Sheets and reporting.
● Demonstrated ability to lead and motivate a team.
Preferred Skills:
● Problem-solving and decision-making abilities.
● Customer-centric mindset.
● Experience handling escalations and driving process improvements.
● Ability to work in a fast-paced environment.