Main Duties and Responsibilities:
- Customer
Service Operations:
○Oversee day-to-day operations of the customer support team (Chat/Email/Escalations), ensuring timely and effective resolution of customer queries and issues.
○Develop, implement, and refine customer service policies, standards, and processes.
○Monitor and analyze key performance indicators (KPIs) to evaluate the effectiveness of customer support, such as response times, resolution rates, and customer satisfaction scores.
- Team Leadership:
- ○Lead, mentor, and develop a team of customer service representatives, providing regular training and feedback to enhance their skills and performance.
○Set performance goals for the team and individuals, conducting performance reviews and providing actionable insights for improvement.
Customer Experience
Enhancement:
○Design and implement strategies to improve the overall customer experience across all touchpoints, from pre-sales to post-sales support.
○Collaborate with other departments (e.g., logistics, marketing, product) to ensure consistent and seamless customer experiences.
○Actively gather customer feedback, analyze pain points, and drive initiatives to improve service quality and customer satisfaction.
Escalation
Management:
○Handle complex customer complaints and escalations, ensuring prompt and effective resolution.
○Establish a clear escalation process to ensure critical issues are resolved quickly and customers are kept informed.
Technology and Tools:
○Evaluate and implement customer service tools and technologies (e.g., CRM systems, chatbots, ticketing software) to improve efficiency and quality of service.
○Ensure the team is equipped with the right tools and resources to perform their tasks effectively.
Reporting and Analytics:
○Generate regular reports on service performance, including trends, insights, and actionable recommendations for improvements.
○Present findings and recommendations to senior management, using data to drive decisions and demonstrate the impact of customer service initiatives.
Requirements:
- Minimum of 4-5 years in a customer service leadership role, preferably in a fast-paced environment (e.g., e-commerce).
- Bachelor’s degree in business administration, Communications, or a related field. Master’s degree is a plus.
- Proven ability to lead and develop a team.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills with a customer-centric mindset.
- Experience in using CRM and other customer support tools (e.g., Zendesk, Freshdesk, Salesforce).
- Ability to analyze data and translate insights into actionable plans.
- Ability to manage multiple tasks and projects simultaneously.
- Strong organizational and time-management skills.
Working Conditions:
Office- Based, 5 days/week, 8 hours/day.
Only Qualified Candidates will be contacted.