to manage and support a team of customer service executives in delivering excellent customer experiences in a fast-paced BPO environment.
Key Responsibilities:
Lead and mentor a team handling customer queries via phone, email, and chat.
Monitor performance, ensure SLA adherence, and maintain service quality.
Handle escalations and resolve complex issues promptly.
Track KPIs, prepare reports, and drive continuous improvement.
Manage team schedules and ensure night shift coverage.
Requirements:
5-7 years of customer service experience.
Excellent English communication skills (verbal & written).
Proficient in CRM and customer service tools.
Strong leadership, problem-solving, and multitasking abilities.
Willing to work night and rotational shifts.
How to Apply:
Send your updated resume to
tanu.rajput@sourcemash.com
or apply directly through
Indeed
.
Job Type: Full-time
Work Location: In person
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