Customer Service Operation
Job description
Team Lead/Assistant Manager/Manager ? Customer Service Operation Location: Bangalore Job Responsibilities: Candidate with 5+ years professional experience into customer service operations Worked in call center, help desk, network operations The candidate must have team handling experience, with minimum 50-70 FTE Willing to work every weekend and any shift between 9pm to 6 am Willing to work beyond defined shift as per Client ask - not a regular occurrence Monitor and maintain the customer service operations Provide feedback, coaching, and improvement plans to team members Suggest & implement workflow improvements Monitoring/Processing of tasks/airing/programs using in-house tools and dashboard Manage escalations where appropriate Monitor chat, emails and other inhouse tools for tickets, escalations, updates from customer internal and vendors and handle as per the defined process Work assignment to team members Follow up with team to ensure tasks are managed accurately and meeting SLAs Quality Analysis of tasks performed by the team members Participate in regular Client calls and maintain excellent rapport with the Clients Reporting and contributing in Client and Internal reviews Responsible for managing and reporting for internal organization requirements
Skills Required
Key Skills
- CUSTOMER SERVICE
- CUSTOMER SERVICE OPERATIONS
- INTERNATIONAL PROCESS
Other Information
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