Customer Service Operations Manager

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Customer Support Manager - Operations
This key role requires a strong leader who can drive operational excellence, optimize customer interactions, and ensure the highest levels of satisfaction. The ideal candidate will oversee daily customer interactions, optimize response times, and monitor ticketing systems and call logs.
Key Responsibilities:
  1. Team Performance Management
    Set performance KPIs, provide ongoing coaching, feedback, and training to enhance team capabilities.
  2. Cross-Channel Customer Support
    Oversight of daily customer interactions across all communication channels (calls, emails, CRM platforms). Ensure timely and professional communication with customers to resolve issues and provide updates.
  3. KYC Compliance & Policy Enforcement
    Supervise the KYC verification process, ensuring compliance with regulations and company policies. Train agents on evolving KYC requirements.
  4. Process Efficiency & Innovation
    Identify inefficiencies in the support process and implement improvements to enhance productivity. Monitor ticketing systems, call logs, and CRM data to analyze trends and improve workflows.
  5. Dispute Resolution & Escalation Management
    Manage escalated customer disputes and ensure timely and fair resolutions. Work closely with internal departments to address complex issues.
  6. Technology Enhancement & Integration
    Oversight of CRM, call tools, and ticketing systems to ensure efficient case handling. Recommend and implement technology solutions to enhance support team performance.

Requirements
  1. 5+ years of experience in customer service, with at least 2 years in a managerial or leadership role.
  2. Strong communication and interpersonal skills with a customer-first mindset.
  3. Experience in high-volume customer support environments.
  4. Proficiency in CRM systems, call center tools, and ticketing platforms.
  5. Strong problem-solving abilities and ability to handle escalations effectively.

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