Customer Service Manager

Conquest The Skill Development

Job Description: Customer Service Manager (Night Shift, International Voice Process) -Gurgaon

Position Summary: We are seeking an experienced Customer Service Manager with over 8 years of expertise in managing customer service operations, particularly in an international voice process. The ideal candidate is adept at leading teams, optimizing customer satisfaction, and is open to working night shifts to cater to a global clientele.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and manage a team of customer service representatives.

Conduct regular performance reviews and provide constructive feedback to enhance team productivity.

Foster a positive work environment that encourages team collaboration and continuous learning.

Customer Service Operations:

Oversee daily operations of the customer service team to ensure efficient handling of customer inquiries, complaints, and escalations.

Implement and monitor performance metrics to ensure high-quality service delivery.

Develop and refine customer service procedures, policies, and standards.

Process Improvement:

Identify areas for process improvement to enhance customer satisfaction and operational efficiency.

Collaborate with other departments to streamline processes and resolve customer issues promptly.

Training and Development:

Design and deliver training programs to equip team members with the necessary skills and knowledge.

Keep the team updated on product changes, new features, and industry best practices.

Communication and Reporting:

Act as a liaison between the customer service team and senior management.

Prepare and present reports on team performance, customer feedback, and service issues.

Ensure timely and effective communication with customers and internal stakeholders.

Requirements:

Bachelors degree in Business Administration, Management, or related field (preferred).

8+ years of experience in customer service, with at least 3 years in a managerial role.

• Experience

  8 - 12 Years

• No. of Openings

  1

• Education

  Professional Degree

• Role

  Customer Service Manager

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time (Night Shift)

• Work Location Type

  Work from Office

• Face interview location

  Gurgaon