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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)
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
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