Open Mind Services - Manager - Customer Service

About the job

Company Description

Welcome to Open Mind Services Limited! At Open Mind, we provide innovative solutions to outsourcing challenges through our fully integrated centres across four regions. Our commitment to client-centric philosophy drives our focus on Helpdesk Management, Customer Care, and cutting-edge Patient Care solutions, including Telemedicine.

Role Description

- This is a full-time on-site role as a Customer Service Manager located in Gurugram. The Customer Service Manager will oversee day-to-day customer service operations, ensure customer satisfaction, manage customer support teams, and utilize analytical skills to improve customer service efficiency.

- Responsible to handle a team of 6-8 agents managing end-to-end customer support across email, chat, social media, and legal channels.

- Team management and providing support training program. Addressing customer grievance related to delays and refund issues.

- Has experience of handling the escalations, disputes, and consumer cases with a focus on quick resolution and customer satisfaction.

- Monitoring quality with abandoned percentage as per industry standards.

- Maintaining the client along with customer satisfaction and agreed SLA.

- Oversaw social media sentiment, streamlined support processes, and collaborated with cross-functional teams to improve overall customer experience and success.

Qualifications

- Customer Satisfaction and Customer Service Management skills

- Customer Support and Communication skills

- Analytical Skills

- Experience in managing customer service teams

- Strong organizational and problem-solving skills

- Ability to work in a fast-paced environment

- Degree in business administration or