Customer Experience Manager | Scrabble & Jigsaw

full-time

Posted on November 4, 2022

Job Description

Good Communication Skills

Key Responsibilities:

Manage the inbound and outbound calling teams, ensuring high performance and effective communication.
Establish and enforce turnaround time (TAT) standards for responses and resolutions to guarantee prompt and efficient service.
Ensure resolution TATs are consistently achieved across all customer inquiries.
Create and manage work schedules to ensure adequate team coverage at all times.
Monitor and evaluate both team and individual performance, providing feedback, coaching, and disciplinary actions as necessary.
Foster a positive work environment and motivate the team through recognition programs and team-building activities.
Oversee and support team leads, offering guidance and resources to help them manage their teams effectively.
Coordinate with internal stakeholders to ensure timely resolution of customer issues.

Requirements:

4-5 years of experience in client relationship management, customer support management, and team management.
Excellent verbal and written communication skills.
Ability to work under pressure and handle multiple tasks efficiently.
Strong task management and prioritization skills.
Multilingual skills (English, Hindi, Marathi) are advantageous.
Proven track record of improving customer service metrics and overall team performance.
Analytical mindset with the ability to interpret data and metrics effectively.

Startup experience is a plus