will oversee the customer service department's handling of escalated issues and returns. This individual will ensure that customer complaints, issues, and return requests are addressed promptly, professionally, and in a way that fosters customer satisfaction and loyalty. They will be responsible for managing a team of support agents, ensuring the proper resolution of escalations, optimizing return processes, and ensuring the highest level of customer service at all times.
Key Responsibilities
:
Escalation Management
:
Handle complex customer issues
that have been escalated by the support team, ensuring timely resolution.
Develop strategies for
quick and effective resolution
of escalated issues, maintaining a high level of customer satisfaction.
Analyze customer complaints
and feedback, identifying trends and working with teams to prevent recurring issues.
Communicate
directly with customers
when necessary to resolve complex or sensitive matters.
Track
escalation metrics
to ensure that issues are resolved within the defined SLA (Service Level Agreement).
Monitor and report
on escalations, ensuring that each issue is followed through to completion.
Return Management
:
Oversee the return process
for products, ensuring it is seamless and customer-friendly.
Work closely with the operations, logistics, and inventory teams to ensure timely processing of returns.
Analyze return patterns and work with other departments to address root causes of frequent returns.
Ensure that the
return policy
is communicated clearly to customers and that all returns comply with company policies.
Track
return-related metrics
, ensuring minimal delays and a smooth customer experience.
Team Management and Development
:
Manage and lead a team of customer support agents, ensuring that they are well-equipped to handle escalations and returns efficiently.
Provide regular coaching, training, and performance reviews to ensure high-quality customer support.
Develop and maintain best practices for managing escalations and returns within the team.
Foster a
positive and supportive work environment
, encouraging collaboration and continuous improvement.
Customer Satisfaction & Communication
:
Ensure
clear and transparent communication
with customers regarding their escalations or returns, keeping them updated on the status of their issues.
Strive for
customer satisfaction
by resolving issues quickly, maintaining professionalism, and ensuring follow-up as needed.
Handle customer interactions in a manner that
promotes customer retention
and trust in the brand.
Process Improvement
:
Continuously assess the
escalation and return processes
, identifying areas for improvement to streamline operations and improve the customer experience.
Collaborate with other departments (such as sales, logistics, and product) to resolve recurring issues and optimize overall customer satisfaction.
Reporting & Analytics
:
Develop and maintain reports on escalations and returns, providing insights on trends, root causes, and resolution times.
Use analytics to monitor the performance of the customer support team and implement improvements as necessary.
Report on customer service metrics related to escalations and returns to senior management.
Required Skills and Qualifications
:
Experience
:
5+ years of experience in customer service, with at least 2 years in a managerial role, ideally handling escalations and returns.
Proven experience in managing
complex customer complaints
and
returns processing
.
Leadership
:
Strong team management and coaching skills, with the ability to motivate and lead a team to deliver excellent customer support.
Experience in
conflict resolution
and the ability to handle difficult or sensitive situations effectively.
Communication
:
Excellent written and verbal communication skills.
Ability to communicate complex issues in an understandable and customer-friendly manner.
Problem-Solving
:
Strong analytical skills with a proactive approach to solving customer-related issues.
Ability to handle multiple priorities, ensuring timely resolutions and continuous service improvements.
Organizational Skills
:
Ability to track multiple escalations and returns simultaneously while maintaining attention to detail.
High-level organizational skills and proficiency with CRM software and support platforms.
Customer-Focused
:
Passion for delivering
exceptional customer experiences
.
A deep understanding of customer service principles and the importance of building long-term customer relationships.
Job Types: Full-time, Part-time
Pay: ?30,000.00 - ?55,000.00 per month
Benefits:
Cell phone reimbursement
Paid sick time
Provident Fund
Work Location: In person
Expected Start Date: 03/10/2025
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