Job Description

Key Responsibilities

Team Leadership and Management

Recruit, train, and mentor a high-performing customer service team. Monitor team performance using KPIs, including response time, resolution rate, and customer satisfaction. Conduct regular performance reviews and provide constructive feedback.

Customer Support Operations

Oversee day-to-day operations of customer service, ensuring timely and effective resolution of customer inquiries across multiple channels (email, chat, phone, social media). Develop and maintain SOPs for handling common customer issues (e.g., order tracking, returns, refunds, technical issues). Handle escalated customer issues and resolve complex problems to maintain customer trust and loyalty.

Customer Experience Enhancement

Analyze customer feedback to identify trends and areas for improvement. Work cross-functionally with marketing, product, and logistics teams to address systemic issues affecting customer satisfaction. Implement strategies to reduce churn, increase retention, and enhance the overall customer journey.

Tools and Systems Management

Manage and optimize customer service software and tools (e.g., Zendesk, Freshdesk, or similar). Recommend and implement new technologies to improve operational efficiency.

Reporting and Insights

Create and present regular reports on customer service metrics, including NPS, CSAT, and FCR. Use data to recommend changes that improve processes and align with business goals.
Job Type: Full-time

Pay: ?75,000.00 - ?100,000.00 per month

Benefits:

Health insurance Paid sick time Provident Fund
Schedule:

Day shift Monday to Friday
Education:

Master's (Preferred)
Experience:

Customer service: 5 years (Required) * Team management: 2 years (Required)