Manager - Customer service and Operations -BPO

Job Title : Assistant/Deputy Manager - Operations: Customer Service

Location : Hyderabad

Qualification : Graduate

Experience : Minimum 2 years in a customer service AM/DM/Supervisory role managing a

team, and at least 5 years overall in customer service. Preferably from an ISP/Telco customer service background.

Salary : Best As per the Industry Standards

Industry : Customer service/care/support. Preferably from an ISP/Telco customer service background.

Job Summary:

We are seeking a dynamic and detail-oriented Assistant/Deputy Manager - Operations: Customer Service to join our team in Hyderabad. The ideal candidate will excel in managing customer service operations, driving process improvements, and leading a team to deliver exceptional customer experiences.

Key Responsibilities:

1. Customer Service Excellence:

Ensure prompt and effective handling of all customer inquiries and complaints.

Monitor customer interactions to maintain service quality and adherence to company policies.

Develop and implement customer service policies and procedures to enhance customer satisfaction.

2. Operational Efficiency:

Assist in managing the daily operations of the customer service department.

Analyze data to identify trends and areas for improvement.

Prepare reports on performance metrics and customer feedback to drive operational efficiency.

3. Process Improvement:

Collaborate with cross-functional stakeholders to develop and implement strategies for improving customer service processes.

Stay updated on industry trends and best practices to ensure continuous improvement.

4. Customer Engagement:

Foster positive relationships with customers by ensuring their needs are met and expectations exceeded.

Address escalated customer issues and follow up to ensure timely resolution.

5. Team Management:

Conduct performance evaluations and provide constructive feedback.

Organize and lead team meetings to communicate goals, updates, and best practices.

Assist in recruiting, training, and supervising customer service staff to build a high-performing team.

Skills:

• Proficiency in Telugu, Hindi, and English
• Expertise in Microsoft Office, especially Excel and PowerPoint
• Basic data interpretation and analysis
• Understanding of customer service technology
• Team management and leadership skills
• Strong communication skills