Customer Support Operations Manager

Company Overview

Ellix HR consulting, a specialized recruitment agency for Middle to senior level head hunting agency with expertise in multiple industries for many years, is committed to assisting in identifying and acquiring top talent that aligns with company goals and vision. With extensive experience in diversified Industries and a proven track record of successful placements, confident in ability to meet recruitment needs and exceed expectations.

Job Overview

Customer Support Manager improve customer service experience, create engaged customers and facilitate organic growth.

Roles and Responsibilities

Over all in charge of Customer Service Department.

Develop business through online or offline (leads conversion).

Adherence to service procedures, policies and standards.

Monitor and on time delivery of product purchased by online customers.

Monitor performance metrics and analyze data to identify areas for improvement

Ensure high levels of customer satisfaction and quality service delivery

Lead and motivate a team of call center representatives

Implement call center policies and procedures

Collaborate with other departments to optimize call center operations

Qualifications and Skills

Bachelors Degree with 12+yrs experience in managing customer service department for retail/ Service industry

Textile/Jewelry industry experience is an added advantage

Team management

Customer relationship management

Data analysis

Customer Support

Call Center Administration

Online Lead Generation