CashKaro.com - Senior Manager - Customer Service - Blended Process

Senior Customer Service Manager - Blended Proces

As a Senior Manager of Customer Support (Senior Manager - CRM), you will play a pivotal role in ensuring exceptional customer satisfaction and loyalty. You will lead a team of customer service professionals, setting the standard for excellence in customer interactions. This role requires a strategic thinker who can drive process improvements across the organization, manage a hybrid team, and foster a customer-centric culture.

1. Team Management:

- Conduct daily team meetings to discuss priorities and address any immediate issues

- Provide guidance and support to customer service team members

- Review and approve daily schedules and assignments

- Monitor and adjust staffing levels as needed based on call/chat/mail volume and workload

- Ensure that shifts are adequately staffed and that employees adhere to their schedules

2. Performance Monitoring:

- Continuously monitor KPIs such as response times, customer satisfaction scores, and service quality

- Identify performance trends and areas for improvement

3. Customer Satisfaction:

- Address escalated customer issues and complaints promptly and share RCA

- Develop and implement strategies to enhance overall customer satisfaction and loyalty

- Monitor customer feedback, analyze trends, and implement improvements based on insights

4. Process Improvement:

- Identify bottlenecks or inefficiencies in customer service processes

- Work with the team to implement process improvements for increased efficiency and better customer service

5. Data Analysis & Reporting:

- Analyze daily data related to customer interactions, call volume, and service metrics

- Prepare and share daily reports with key stakeholders and senior leadership

6. Training & Development-

- Work in coordination with Quality & Training team

- Conduct training sessions or coaching sessions for team members

- Provide feedback and guidance for skill development

7. Quality Assurance:

- Perform audits of the auditors

- Provide feedback and coaching to team members to maintain service quality

- Do ghost calls, chats, and mails to check service quality

8. Technology & Tools:

- Ensure that customer service software and tools are functioning properly

- Address any technical issues or coordinate with IT for solutions

- Stay up-to-date with the recent trends and introduce relevant changes

9. Communication & Collaboration:

- Communicate with other departments, such as operations, marketing, partnerships and product development, to address customer issues or provide feedback

- Collaborate with cross-functional teams on projects related to customer experience enhancements

10. Compliance & Ethics:

- Ensure that customer service activities adhere to company policies, industry regulations, and ethical standards

- Address any compliance issues as they arise

11. Act on VoCs:

- Monitor and respond to customer feedback and reviews on various platforms

- Use customer insights to make daily improvements to service delivery

12. Emergency Response:

- Be prepared to respond to unexpected situations, such as crises or major service disruptions, and coordinate the team's response.

Must Have Skills :

1. Education - Graduate or Post-Graduate

2. 5-8 years of experience in Customer Service Role preferably from e-commerce sector managing blended process for Hybrid team

3. Strategic Thinking:

- A strategic mindset to develop and implement long-term customer service strategies aligned with company goals

- The capacity to adapt strategies in response to changing customer needs and market dynamics

4. Leadership and Team Management:

- The ability to inspire, motivate, and lead a diverse team of customer service representatives

- Strong communication and interpersonal skills to foster a positive and collaborative work environment

- Conflict resolution and team-building skills to address challenges and promote cohesion

5. Workforce Management:

- Proficiency in workforce planning, including staffing, scheduling, and resource allocation

- Knowledge of workforce management software and tools

- Capacity to forecast staffing needs based on historical data and future trends

- Should be able to manage team performance across metrics like FRT, CSAT, ART, NPS and Quality Scores.

6. Customer Service Expertise:

- In-depth knowledge of customer service principles, best practices, and industry trends

- Exceptional problem-solving skills and the ability to handle escalated customer issues

- A commitment to delivering outstanding customer experiences

7. Process Improvement:

- Proficiency in identifying process inefficiencies and implementing improvements

- Strong analytical skills to leverage data and metrics for process optimization

8. Data Analysis and Reporting:

- The ability to analyze customer data and key performance indicators (KPIs) to make informed decisions

- Skill in preparing and presenting reports to senior leadership

9. Training & Development-

- Should have been involved in liasoning with Training & Quality teams to ensure upscaling team and hence skills contributing to results

10. Quality Assurance and Compliance:

- Experience in establishing and maintaining quality assurance programs

- A deep understanding of compliance requirements and ethical standards in customer service

11. Customer Service Technology:

- Familiarity with customer service software and tools, including CRM systems and ticketing platforms

- The ability to assess and implement relevant technology solutions to enhance customer support

12. Communication and Collaboration:

- Strong communication skills to liaise with cross-functional teams and senior leadership

- The ability to collaborate effectively to ensure a seamless customer experience

13. Adaptability and Resilience:

- The ability to adapt to evolving customer service challenges and a fast-paced environment

- Resilience in handling high-pressure situations and maintaining a customer-focused approach

- Strong compliance practices adherence alongside ensuring integrate facts are recorded

- Should carry strong Hustle, Ownership, Going Above and Beyond and Result Driven Approach towards work with ability to motivate and keep positivity across the organisation

Why Join Us :

1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

2. Compensation & Benefits - Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks - Come and get to join us for in-house events, team outings, dinner catchups, and much more.

Ensuring a Diverse and Inclusive workplace where we learn from each other is core to CK's value. CashKaro.com and EarnKaro.com are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

CashKaro.com and EarnKaro.com will not pay any third-party agency or company that does not have a signed agreement with CashKaro.com and EarnKaro.com.

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