Manager - Customer Service

Job Description

• 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
• Good to have logistics Experience