Customer Service - BPO/KPO

Job Title: Customer Service Manager (BPO/KPO)

Location: Navrangpura, Ahmedabad

About the Role:
We are seeking a Customer Service Manager to lead and manage our customer service team in a BPO/KPO environment. This is an exciting opportunity for someone who thrives in a dynamic, fast-paced environment and is passionate about delivering exceptional service. As the Customer Service Manager, you will be responsible for overseeing daily customer support operations, managing a team, and ensuring top-quality service delivery to our clients. You will be at the forefront of maintaining customer satisfaction and optimizing team performance.

Key Responsibilities:

• Lead and manage the customer service team, ensuring timely and effective resolution of customer inquiries, complaints, and issues.
• Develop, implement, and manage customer service strategies to improve the overall customer experience and ensure client satisfaction.
• Set and monitor performance targets for customer service representatives, ensuring compliance with service level agreements (SLAs) and quality standards.
• Provide continuous coaching, training, and mentoring to customer service agents, ensuring they meet company goals and improve performance.
• Analyze key customer service metrics and KPIs, preparing detailed reports for senior management on team performance and client satisfaction.
• Handle and resolve escalated customer issues, acting as the point of contact for complex inquiries and complaints.
• Identify areas for process improvement and implement changes to enhance service delivery and efficiency.
• Ensure that the team adheres to company policies, procedures, and client-specific guidelines.
• Build and maintain strong relationships with clients, understanding their needs and ensuring service expectations are consistently met.
• Collaborate with internal teams (HR, IT, Operations) to streamline processes and ensure smooth communication across departments.
• Stay updated with the latest trends and best practices in customer service and BPO/KPO operations.

Qualifications:

• Bachelor’s degree in Business, Management, or a related field.
• At least 1+ years of experience in a customer service management role within a BPO/KPO environment.
• Proven leadership experience with the ability to motivate and manage a team.
• Excellent communication skills and the ability to build rapport with clients and staff.
• Strong analytical and problem-solving abilities, with experience in using performance metrics and data analysis.
• Familiarity with CRM software (e.g., Zendesk, Freshdesk, Salesforce) and customer support tools.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Strong decision-making skills and the ability to handle complex customer issues with tact and professionalism.
• Knowledge of industry best practices and customer service trends.

What We Offer:

• Competitive salary with performance-based incentives.
• Opportunities for career growth and professional development.
• A dynamic work environment in a rapidly growing BPO/KPO company.
• The chance to work with global clients and contribute to the success of leading brands.

Job Type: Full-time
Schedule: Morning shift
Work Location: Navrangpura, Ahmedabad

Salary - Rs 20000

Job Types: Full-time, Fresher

Pay: From ₹20,000.00 per month

Schedule:

• Day shift

Work Location: In person