As an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure productive and effective customer care by managing and supporting our Customer Care Executives (CCEs). You will be responsible for implementing strategies to enhance customer satisfaction and maintain positive relationships.
Responsibilities
• Manage and oversee the performance of the back-office team, including CCEs.
• Develop and implement processes to streamline customer care operations.
• Monitor and analyze customer inquiries and feedback to identify areas of improvement.
• Collaborate with other departments to ensure seamless customer service.
• Train and mentor CCEs to enhance their skills and knowledge.
• Ensure compliance with company policies and industry regulations.
• Maintain accurate records and documentation of customer interactions.
• Handle escalations and complex customer issues, providing timely resolutions.
• Stay updated with industry trends and best practices in customer care.
• Conduct regular performance evaluations and provide constructive feedback to the team.
Qualifications
• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a similar operations or customer care role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using customer relationship management (CRM) software.
• Analytical mindset with problem-solving skills.
• Ability to work independently and manage multiple tasks.
• Familiarity with industry-specific regulations and compliance standards.
• Willingness to stay updated with technological advancements.
• Strong work ethic and a customer-centric approach.