Infoedge - Manager - Customer Service (10-15 yrs)
Key Responsibilities:
Team Management
- Hiring, training and supervise customer service executives
- Monitor team performance, provide coaching and feedback and conduct regular performance reviews
- Develop and implement strategies to improve team productivity
Customer Service Operations :
- Develop and implement customer service policies and procedures
- Handle complex customer service issues and escalations, ensuring prompt and satisfactory resolution
- Analyze customer feedback and complaints to identify areas for improvement and share it with respective team members
Process Improvement :
- Identify and implement process improvements to enhance service quality and efficiency
- Work with other departments to streamline customer service operations
Reporting and Data analysis :
- Prepare and share daily, weekly, monthly reports on customer service performance
- Analyze service data to identify trends and make data-driven decisions
Experience: Minimum 10-12 years of experience in customer service, with at least 2-3 years in a managerial role.
Skills:
- Strong leadership and team management skills
- Good knowledge of Dialer
- Excellent communication skills
- Strong problem-solving skills
- Ability to analyze data and pull inferences and make actionable out of them
- Customer-focused attitude
