Senior Manager - Customer Operations - EduTech

Looking for Sr. Manager - Customer Operations position for one of our client from Edu Tech industry based out of Hyderabad.

Job description

- Minimum 15 years of experience into Customer Satisfaction, Team Management and Customer Service Operations

- Must have experience in upselling and achieving assigned targets & in delivering frontline customer service.

- Manage both new and existing customers and evaluates and resolves problems of the customers. Collecting and analyzing customer service performance and delivery data, acting regarding responses, and reporting to the organization

- Identifying customer needs and helping customers with the application

- Collecting and analyzing customer feedback.

- Providing proactive customer outreach and escalating the request if required and managing communication between the teams.

- Analyses of several platforms to suggest new scopes.

- Maintaining personal discipline and a pleasant work environment for the team.

- Ability to handle Multitask and outstanding negotiation and conflict resolving skills.

- Demonstrated understanding of common customer service tools and processes, defining customer service workflows.

- Measuring and improving overall customer experience levels & writing and improving customer service processes.

- Resolves queries/complaints outstanding by escalating to the concerned and ensuring resolution.