Job Summary:
The candidate will be responsible for overseeing all aspects of our customer experience operations pertaining to customer experience team. The candidate will lead a team of customer service representatives, develop and implement processes and procedures and work cross functionally to drive continuous improvement in our customer experience.
Key Responsibilities:
- Lead and manage the day-to-day operations, including hiring, training, and coaching.
- Lead and manage the day-to-day operations, ensuring the highest level of service delivery and customer satisfaction.
- Monitor key performance metrics, such as first-call resolution, average handling time, and customer satisfaction scores, and take action to address any areas of concern.
- Work closely with cross-functional teams, to identify opportunities for improvement and drive initiatives that enhance the customer experience.
- Implement and monitor quality assurance programs to ensure consistency and accuracy in customer interactions.
- Act as a point of escalation for complex customer issues and ensure they are resolved in a timely and satisfactory manner.
- Stay up-to-date on industry trends, best practices, and emerging technologies in customer service and incorporate them into our operations as appropriate.
Professional Experience/ Qualification:
- Proven work experience of 6+ years in similar role and 4+ years to mandatory experience in team handling role.
- Bachelor degree in business administration, operations. MBA degree is an added advantage
- Proven track record of driving improvements in customer satisfaction, operational efficiency, and employee engagement.
- Excellent in handling queries from escalated users, solving issues and getting a positive feedback from customers.
- Good in operational efficiency
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
- Ability to work collaboratively with cross functional teams
- Knowledge of telecom products, services, and technologies is preferred.
- Experience with customer service software and CRM systems is a plus.
- Excellent communication & interpersonal skills.
