Job Responsibilities:
- Handle complex customer inquiries and escalations with professionalism and efficiency.
- Provide guidance and support to junior team members in resolving customer issues.
- Track and analyse customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.
- Monitor key performance metrics such as Avg. First Response Time(FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) and another relevant set performance metric.
- Ensure compliance with service level agreements (SLAs) and quality standards.
- Identify gaps in customer support workflows and propose actionable solutions.
- Conduct regular performance reviews, providing constructive feedback/coaching to improve efficiency and effectiveness.
- Maintain and update support documentation and knowledge bases to assist the team.
- Conduct training sessions to upskill team members on best practices and tools.
- Act as a customer advocate by gathering feedback and providing insights to internal teams for continuous improvement.
- Participate in the development of customer-focused initiatives and strategies.
- Maintain and update Standard Operating Procedures (SOPs)/FAQ’s for the Customer Happiness team.
- Ensure accurate and timely reporting of weekly, monthly, and quarterly performance metrics.
- Generate insights and analysis for senior management to inform decision-making.
- Utilize business and data analytics tools(e.g., Excel, Lark) to interpret complex data, generate actionable insights, and develop solutions to enhance service quality.
Job Requirements:- Minimum of 3 years in a customer support role, with at least 1 year in a senior or leadership capacity.
- Strong knowledge of customer service tools, CRM software (e.g.,Zendesk, Freshdesk, Salesforce),and performance analytics.
- Strong problem-solving, analytical, and communication skills.
- Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
- Proven ability to work cross-functionally and build effective relationships with stakeholders.
- Experience with AI/chatbot tools and knowledge of customer experience best practices.
- Familiarity with data analysis and reporting tools.
- Knowledge of industry trends and competitive customer service practices.
- Excellent communication and interpersonal skills with the team.
- Strong leadership and people management skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Strong problem-solving abilities and a customer-centric mindset.
- Analytical skills with the ability to interpret data and generate actionable insights.
- Strong project management skills, with the ability to prioritize tasks, meet deadlines, and effectively coordinate multiple projects.
- Familiarity with customer support KPIs and performance metrics.
- Understanding of customer service best practices and workflows.
- Bachelor’s degree/diploma in Business Administration, Management, Customer Service, or a related field.
- 3-5 years of experience in customer support or operations.
a Necessity, not a Luxury