Meesho Careers 2023

Job Title: Customer Service Manager

Company: Meesho

Location: Bangalore, Banaswadi

Job Summary: Meesho is currently seeking a Customer Service Manager to join our team in Bangalore, Banaswadi. As a Customer Service Manager, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional customer support and satisfaction. We are looking for a highly motivated and customer-focused individual with excellent leadership and communication skills.

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Responsibilities:

1. Team Leadership: Led and supervise a team of customer service representatives, providing guidance, coaching, and feedback. Set performance expectations and goals, and ensure the team meets or exceeds them.
2. Customer Support: Oversee customer support operations, ensuring timely and accurate resolution of customer inquiries and issues. Handle escalated customer cases and ensure appropriate solutions are provided.
3. Process Improvement: Continuously evaluate and enhance customer service processes and procedures to optimize efficiency and customer satisfaction. Identify areas for improvement and implement strategies to enhance the overall customer experience.
4. Performance Monitoring: Monitor and analyze team performance metrics, including response time, resolution time, customer satisfaction, and quality of service. Take necessary actions to address performance gaps and drive improvements.
5. Training and Development: Provide training and development opportunities to the customer service team to enhance their skills and knowledge. Conduct regular performance evaluations and offer coaching and mentoring to support individual growth.
6. Relationship Management: Build and maintain strong relationships with customers, understanding their needs and concerns. Act as a point of contact for major customer accounts and handle any complex or sensitive customer situations.
7. Reporting and Analysis: Generate regular reports on customer service metrics, highlighting key trends and insights. Present findings to the management team and make data-driven recommendations for improvement.
8. Cross-functional Collaboration: Collaborate with other departments, such as operations, sales, and product teams, to ensure seamless coordination and communication. Provide feedback from customers to relevant teams to drive product and service improvements.
9. Customer Satisfaction Enhancement: Implement strategies to enhance customer satisfaction and loyalty. Proactively gather customer feedback and implement measures to address any issues or concerns raised.

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Requirements:

• Bachelor's degree in a relevant field or equivalent experience.
• Previous experience in customer service management or a similar role is preferred.
• Excellent communication and interpersonal skills.
• Strong leadership and people management abilities.
• Proven track record in delivering high-quality customer service.
• Solid understanding of customer service principles and practices.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficient in using customer service software and tools.
• Detail-oriented and strong problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.
• Excellent organizational and time management skills.
• Strong customer orientation and empathy.
• Familiarity with e-commerce industry is a plus.
• Fluency in English (both written and spoken).