Job Description

Job Title:

Customer Service Manager (BPO/KPO)

Location:

Navrangpura, Ahmedabad

About the Role:

We are seeking a

Customer Service Manager

to lead and manage our customer service team in a BPO/KPO environment. This is an exciting opportunity for someone who thrives in a dynamic, fast-paced environment and is passionate about delivering exceptional service. As the Customer Service Manager, you will be responsible for overseeing daily customer support operations, managing a team, and ensuring top-quality service delivery to our clients. You will be at the forefront of maintaining customer satisfaction and optimizing team performance.

Key Responsibilities:

Lead and manage the customer service team, ensuring timely and effective resolution of customer inquiries, complaints, and issues. Develop, implement, and manage customer service strategies to improve the overall customer experience and ensure client satisfaction. Set and monitor performance targets for customer service representatives, ensuring compliance with service level agreements (SLAs) and quality standards. Provide continuous coaching, training, and mentoring to customer service agents, ensuring they meet company goals and improve performance. Analyze key customer service metrics and KPIs, preparing detailed reports for senior management on team performance and client satisfaction. Handle and resolve escalated customer issues, acting as the point of contact for complex inquiries and complaints. Identify areas for process improvement and implement changes to enhance service delivery and efficiency. Ensure that the team adheres to company policies, procedures, and client-specific guidelines. Build and maintain strong relationships with clients, understanding their needs and ensuring service expectations are consistently met. Collaborate with internal teams (HR, IT, Operations) to streamline processes and ensure smooth communication across departments. Stay updated with the latest trends and best practices in customer service and BPO/KPO operations.

Qualifications:

Bachelor's degree in Business, Management, or a related field. At least 1+ years of experience in a customer service management role within a BPO/KPO environment. Proven leadership experience with the ability to motivate and manage a team. Excellent communication skills and the ability to build rapport with clients and staff. Strong analytical and problem-solving abilities, with experience in using performance metrics and data analysis. Familiarity with CRM software (e.g., Zendesk, Freshdesk, Salesforce) and customer support tools. Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. Strong decision-making skills and the ability to handle complex customer issues with tact and professionalism. Knowledge of industry best practices and customer service trends.

What We Offer:

Competitive salary with performance-based incentives. Opportunities for career growth and professional development. A dynamic work environment in a rapidly growing BPO/KPO company. The chance to work with global clients and contribute to the success of leading brands.

Job Type:

Full-time

Schedule:

Morning shift

Work Location:

Navrangpura, Ahmedabad

Salary - Rs 20000

Job Types: Full-time, Fresher

Pay: From ?20,000.00 per month

Schedule:

Day shift
Work Location: In person