Manager - Customer Service
- 1mg
- 5 - 10 years
- Noida, Gurugram
- 2 months ago
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Job Description
Designation Manager - Customer Service
Job Role Customer Service
Team - Customer Support
Location Noida
Brief about the Team
Customer Service is part of the customer support team of TATA 1mg. The team is to help the customer support team to give a remarkable experience to the customers. Enhancing the quality of customer support by providing timely and personalized responses to customer inquiries and feedback. Taking end-to-end follow-ups on customers' issues and providing the resolution.
What will you do:
Team Leadership & Management:
- Lead, coach, and manage a large team of customer service executives and team leaders. Define KPIs and performance goals, conduct regular reviews, and build team development plans. Foster a customer-first culture focused on responsiveness, empathy, and continuous improvement.
Customer Service Operations:
- Oversee day-to-day customer service operations to ensure high service levels and customer satisfaction .Monitor service metrics (AHT, CSAT, FCR, etc.) and create actionable plans for consistent improvement. Address and resolve service escalations with a strategic, long-term perspective.
Vendor & Partner Management:
- Act as the primary liaison between internal teams and outsourced BPO partners. Ensure vendors meet SLAs, quality standards, and contractual obligations. Regularly evaluate vendor performance and renegotiate terms as needed to optimize service and cost.
Budgeting & Cost Optimization:
- Manage departmental budgets, review vendor invoices, and ensure cost efficiency. Identify and implement cost-saving opportunities without impacting service delivery. Collaborate with procurement and finance teams to develop effective budgeting and forecasting strategies.
Technology Integration & Innovation:
- Partner with vendors and internal IT teams to implement technologies like AI, chatbots, and CRM platforms. Stay updated on industry trends to introduce innovative tools that improve customer interactions and operational efficiency.
Analytical & Strategic Thinking:
- Analyze performance data to derive insights and drive decision making Prepare regular reports and presentations for leadership on operational performance and improvement initiatives. Utilize data to identify gaps and opportunities across processes, training, and technology.
What are we looking for:
- Minimum 5 years of experience in a customer service leadership role.
- At least 23 years in a formal Operations Manager or Customer Service Manager role (mandatory).
- Experience in managing large teams including team leads and frontline agents.
- Prior experience managing an outsourced BPO partner is highly preferred.
- Background in healthcare customer service operations is strongly preferred.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent communication, stakeholder management, and negotiation skills.
- Proficiency with CRM platforms and customer service tools (Salesforce, Zendesk, etc.).
Why Join Us?
Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. The leadership of Tata 1mg is determined to make it one of the best places to work.
Disclaimer
Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence and merit.
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: 1mgLocation(s): Noida, Gurugram
Keyskills: Vendor Management Customer Service Operations Vendor Billing Cost Optimization
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