Customer Service - Senior Manager

Key Responsibilities:

• Ensure exceptional service delivery by managing customer inquiries, complaints, and feedback in a timely

and effective manner.

• Oversee the resolution of complex customer issues, ensuring that the companys standards for service

excellence are consistently met.

• Monitor key performance indicators (KPIs) such as response times, resolution times, reopen rates, quality

scores, etc., and take corrective actions where necessary.

• Lead, mentor, and manage a team of customer service managers and associates, ensuring high levels of

employee engagement, performance, and growth.

• Provide coaching and development opportunities to enhance the teams skills and knowledge.
• Proactively identify trends in customer concerns and work cross-functionally to develop solutions.
• Develop and implement process improvements to streamline customer service operations, increase

efficiency, and reduce costs.

• Provide valuable insights and data-driven recommendations to leadership on customer experience

improvements.

• Implement process automation and data integration solutions to improve efficiency and accuracy in service

operations.

• Utilize knowledge of computer languages (e.g., SQL, Python, etc.) to develop, implement, and optimize

customer service tools and systems.

• Conduct performance appraisals and implement training initiatives to boost productivity and customer

service quality.

• Collaborate with internal stakeholders to troubleshoot, optimize, and scale customer service systems.
• Engage in proactive communication with customers and stakeholders regarding service updates, delivery

timelines, and any potential disruptions.

Qualifications & Skills:

• Bachelor/Masters degree in Business, Operations, or a related field (MBA preferred).
• Minimum of 7-10 years of experience in customer service, with at least 4-5 years in a managerial or senior

leadership role.

• Proven track record in leading and managing large teams in a fast-paced, customer-centric environment.
• Strong problem-solving, decision-making, and analytical skills, with experience in data-driven decision-

making.

• Proficiency in analytical tools and platforms (e.g., Excel, Tableau, Power BI, etc.).
• Excellent communication and interpersonal skills, with the ability to engage effectively with internal teams,

customers, and senior leadership.

• Ability to work under pressure, prioritize tasks, and manage multiple initiatives simultaneously.
• Knowledge of logistics and e-commerce industries is highly desirable.