Manager- Customer Service

Delhivery; North Goa; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A logistics company in Goa is seeking a Mid-Senior level Manager for Customer Service to lead a team and ensure high performance. Responsibilities include managing customer service operations, innovating solutions for customer issues, and maintaining client relationships for feedback. Ideal candidates will have experience in customer service management and analytical problem-solving skills, with proficiency in Ms Excel and PowerPoint. This is a full-time position that entails driving continuous improvement in processes.

Qualifications

• Experience in Customer Service Management.
• High level of analytical ability to identify and solve problems.
• Experience in People Management.

Responsibilities

• Manage a customer service team and ensure high performance.
• Oversee ticket handling and conduct quality audits.
• Innovate solutions for customer problem-solving.
• Maintain relationships with clients to enhance customer experience.
• Prepare RCAs and work on permanent solutions for escalations.
• Drive continuous improvements in process and productivity.

Skills

Customer Service Management

Analytical Ability

People Management

Ms Excel

PowerPoint

Logistics Experience

Job description

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Job Description

• Responsible for managing a team of customer service team members and ensure they deliver High Performance and meet their KRA’s
• Oversee tickets handled by agents, conducting quality audits to ensure adherence to defined processes and service standards
• Study Existing Processes/SOP’s for improvisation, Set Up New processes/sop’s
• Innovate solutions and mechanisms that solves customer problems
• Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience
• Regular business review with the key clients and focusing on value growth areas for the Business.
• Coordinate with various stakeholders, Handle Escalations, prepare RCA and work upon permanent solutions
• Drive Continuous Improvements in process, productivity and quality

Must Have

• Experience in Customer Service Management
• High level of analytical ability to identify and solve problems
• Experience in People Management
• Proficiency in Ms Excel, PowerPoint
• Good to have logistics Experience

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service

Industries: Transportation, Logistics, Supply Chain and Storage

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