Job Description
Oversee the day-to-day operations of the Inbound CS team, ensuring efficient and effective handling of customer inquiries and issues through email and chat channels.
• Develop and implement strategies to improve customer satisfaction, response times, and overall service quality.
. • Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing corrective actions.
. • Provide coaching, training, and development opportunities to the Inbound CS team, ensuring they have the necessary skills and knowledge to deliver exceptional customer service.
• Collaborate with cross-functional teams, such as product development, technical support, and operations, to address customer concerns and improve overall customer experience
. • Ensure adherence to company policies, procedures, and service level agreements (SLAs) related to customer service.
• Manage and prioritize workload distribution among the Inbound CS team to ensure efficient resource allocation and timely response to customer inquiries.
• Conduct regular team meetings to discuss performance, address concerns, and share best practices.
Interested can share resume on -
Bhawnas1@hexaware.com
Regards
Bhawna
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