Customer Service Manager

We are seeking a dedicated and experienced Customer Service Manager to lead our customer support operations in Maharashtra. The ideal candidate will have a strong background in managing inbound and outbound customer service teams, particularly within the international BPO sector. This role is crucial for ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

• Oversee daily operations of the customer service department, ensuring that all customer inquiries are handled promptly and effectively.
• Develop and implement strategies to improve customer service metrics such as CSAT (Customer Satisfaction) and AHT (Average Handling Time).
• Train, mentor, and manage a team of customer service representatives, fostering a positive and productive work environment.
• Analyze call flow and customer interactions to identify areas for improvement and implement necessary changes.
• Collaborate with other departments to enhance the overall customer experience and resolve any issues that may arise.
• Prepare and present reports on customer service performance to senior management.

Required Skills:

• Proven experience in a managerial role within customer service, preferably in an international BPO setting.
• Strong understanding of customer service metrics and the ability to analyze data to drive improvements.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Proficiency in managing call flow and understanding customer support technologies.
• Ability to work in a fast-paced environment and handle multiple priorities effectively.

If you are passionate about delivering exceptional customer service and have the experience to back it up, we would love to hear from you.