Job Description
- Responsible for managing a team of customer service team members and ensure they deliver High Performance and meet their KRA's
- Oversee tickets handled by agents, conducting quality audits to ensure adherence to defined processes and service standards
- Study Existing Processes/SOP's for improvisation , Set Up New processes/sop's
- 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
