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29/04 Rajasekhar K
SEO Analyst at Vervenest Technologies Pvt Ltd

Views:695 Applications:117 Rec. Actions:Recruiter Actions:55

Senior Manager - Customer Service Operations - BPO (5-7 yrs)

Chennai Job Code: 1087939

Primary Role Description:

- Interact with clients and build relationships with them while ensuring their needs are being met

- Oversee a team of customer service Associate and ensure they are providing an exceptional client experience

- Mastermind creative ways to deliver an exceptional client experience

- Develop and oversee the implementation of client service protocols

- Coach and support team members to help them meet departmental goals

- Keep records and documentation of client interactions for training purposes

- Create monthly and quarterly departmental reports to determine whether KPIs are being met and

Qualifications:

- 5+ years prior experience in customer-facing roles at a senior manager or director level

- Proven experience in a leadership role is required

- Excellent communication skills and the ability to anticipate the needs of customers

- Must demonstrate strong analytical thinking skills

- Should possess strong problem-solving skills and the ability to make sound judgment calls

- Superior organizational and time management skills

- Knowledge of customer service programs and databases, or the ability to learn new software quickly

- Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience

- Ability to speak a second language is an asset

Women-friendly workplace:

Maternity and Paternity Benefits

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