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Customer Service

12.00 to 15.00 Years   Bangalore   20 May, 2023
Skyleaf Consultants
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaCustomer Service (Domestic)Sales / BD
EmploymentTypeFull-time

Job Description

    Overview:Customer Service B2B Business (Nykaa D)We are looking for an experienced, self-driven and motivated personnel to join our team! As our operation manager, you will be responsible for supervising, overseeing, leading, managing, and motivating team.Duties and ResponsibilitiesBuild and scale a team focused on B2B Retail stores onboarding, sales, and servicingManage the team, potentially consisting of 3-4 Team leaders and a manager who will be handling a team of CSEs for Outsourced BPO used for managing outbound and Inbound calls, emails, chats Build and manage an assisted sales team to generate orders from retailers, activate, retain and relationship managementWrite and iterate on exhaustive air-tight SOPs and policies to streamline the customer support experienceCustodian of NPS for the businessCoordinating with all cross functional stakeholders on action items such as Sales, Supply ChainTo manage and innovate customer complaint management system to reduce customer complaintsManage & develop quality team to enhance and control call center/service quality standards and measurement for all customer touch points Analyze all customer service metrics (e.g., CSAT, FCR) and how the support teams performance affects those KPIs Set clear team goals and KPIsDelegate tasks and set project deadlinesOversee day-to-day teams operation and performance Do regular performance evaluation Create a healthy and motivating work environment and atmosphereMonitor team performance and report on metrics Discover training needs and provide coaching along with the Training and quality Team Listen to team members feedback and resolve any issues or conflictsPrepare MBR and QBR for performance and share with management Workforce Planning, maintaining service levels, Quality Management & Recruitment Qualifications12-15 years of total experience in CX in handling customer service for B2B business of which at least 5 years in a leadership position managing large teams of 250+ In-depth knowledge of performance metrics Good PC skills, especially MS Excel Experience with handling many teams/Large teams Sense of ownership and pride in your performance and its impact on companys success Critical thinker and problem-solving skills Team player Good time-management skills Great interpersonal and communication skills Degree in Management will be a plusSkills:Customer Service,B2B

Keyskills :
international bpodomesticb2b

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