
Service Excellence and Growth Specialist
2 days ago
Job Opportunity
We are seeking an experienced Senior Manager Customer Support to lead our customer operations team and drive sales growth.
The successful candidate will have a strong background in customer service and sales management, with a focus on delivering exceptional results in a fast-paced environment.
Key Responsibilities
- To oversee inbound and outbound customer calls across multiple brands, ensuring seamless delivery of services.
- To manage CRM systems, ensuring accurate order processing and timely shipments.
- To address and resolve customer concerns, providing tailored solutions that meet their needs.
- To develop strategies to drive sales growth and revenue expansion, identifying new opportunities for upselling and cross-selling.
- To build strong customer relationships, ensuring loyalty and retention through excellent service delivery.
- To monitor client satisfaction levels, implementing necessary improvements to maintain high standards.
- To lead, train, and motivate the customer support team, ensuring top performance and achieving business objectives.
- To implement process optimizations, improving efficiency and effectiveness across the team.
- To maintain KPIs related to customer satisfaction, sales targets, and operational efficiency, analyzing trends and generating reports as needed.
Requirements
A minimum Bachelor's degree in Business, Administration, Marketing, or a related field is required. At least 5 years of experience in customer service & sales management, preferably in a US-based BPO sector, is essential.
Essential Skills
- Proven track record in driving sales growth and managing customer operations.
- Excellent verbal and written communication skills in English.
- Strong leadership and team management abilities.
- Proficiency in CRM systems and operational tools.
- Expertise in problem-solving and conflict resolution.
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