Sr. CCE

Digitide; Jamshedpur; Vor Ort; INR 800.000 - 1.200.000; Vollzeit

Zusammenfassung

Digitide is seeking a Senior CCE to enhance customer engagement and drive business growth. You will lead a team of CCEs, resolve complex inquiries, and develop strategies to improve satisfaction and retention.

You will collaborate with internal teams to align engagement with business goals and mentor junior staff while ensuring professional conduct and adherence to policies.

Qualifikationen

• Bachelor's degree in Business Administration, Marketing, or related field.
• 5+ years in customer engagement or service, with 2+ years in leadership.
• Excellent communication and interpersonal skills.
• Proven leadership and team management experience.
• Experience with CRM systems and engagement tools.

Aufgaben

• Manage and lead a team of CCEs, providing guidance and support to ensure high-quality customer engagement.
• Handle complex customer inquiries and complaints, offering timely and effective resolutions.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Collaborate with cross-functional teams to align customer engagement efforts with business objectives.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Train and mentor junior CCEs, fostering a culture of continuous learning and development.
• Ensure compliance with company policies and procedures, maintaining a professional and ethical work environment.
• Stay updated with industry trends and best practices, implementing innovative approaches to customer engagement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Represent the company at client meetings and conferences, building strong relationships with key stakeholders.

Kenntnisse

Communication

Interpersonal skills

Problem-solving

Team leadership

Time management

CRM proficiency

Ausbildung

Bachelor's degree in Business Administration/Marketing

Tools

CRM systems

Customer engagement tools

Jobbeschreibung

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As a Senior CCE, you will play a vital role in our organization's customer engagement and back-office operations. Your primary focus will be to enhance customer satisfaction and drive business growth through effective communication and problem-solving. You will be a key point of contact for our clients, ensuring their needs are met and exceeded.

Responsibilities

• Manage and lead a team of CCEs, providing guidance and support to ensure high-quality customer engagement.
• Handle complex customer inquiries and complaints, offering timely and effective resolutions.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Collaborate with cross-functional teams to align customer engagement efforts with business objectives.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Train and mentor junior CCEs, fostering a culture of continuous learning and development.
• Ensure compliance with company policies and procedures, maintaining a professional and ethical work environment.
• Stay updated with industry trends and best practices, implementing innovative approaches to customer engagement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Represent the company at client meetings and conferences, building strong relationships with key stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 5 years of experience in a customer engagement or customer service role, with at least 2 years in a leadership position.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust.
• Strong problem-solving and analytical abilities, with a focus on finding efficient solutions.
• Proven track record of successfully managing and leading a team, with a positive impact on team performance.
• Proficiency in using CRM systems and customer engagement tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent time management and organizational skills, with a focus on meeting deadlines.
• Willingness to continuously learn and adapt to changing business needs and customer expectations.
• Strong work ethic and a passion for delivering exceptional customer experiences.

Job Info

• Job Identification 267485
• Job Category Customer Support/Operations | BPM