Senior Back Office Executive

ESC Hardware

Hanuman Nagar Kandivali, Mumbai

₹20,000 - ₹22,000 monthly

Fixed

₹20000 - ₹22000

Earning Potential

₹22,000

Work from Office

Full Time

Min. 3 years

Basic English

Job Details

Interview Details

Job highlights

Urgently hiring

121 applicants

Job Description

Supervise and lead the customer service team to ensure prompt and effective resolution of customer queries and complaints.
Develop and implement customer service policies and procedures.
Monitor customer interactions and ensure the team meets service level agreements (SLAs).

Train, mentor, and support customer service representatives to maintain high performance.
Conduct performance evaluations and implement strategies for continuous improvement.
Manage team schedules to ensure adequate coverage during business hours.

Build and maintain strong relationships with key clients and customers.
Address escalated customer concerns promptly and professionally.
Conduct regular customer satisfaction surveys and analyze feedback to improve service delivery.

Streamline customer service processes to improve efficiency and reduce response times.
Maintain accurate records of customer interactions and transactions.
Monitor and report on KPIs related to customer service performance.

Identify recurring customer issues and collaborate with other departments to implement solutions.
Ensure the team is equipped to handle challenging situations with diplomacy and professionalism.

Prepare detailed reports on customer service metrics, feedback, and team performance.
Analyze data to identify trends and recommend strategies for enhancing the customer experience.

Job role