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Job Title
Customer service Consultant

Shipping / Marine


ITES/BPO/Operations/ Customer Service / Telecalling

Job Type
full time

No: of position


Job description:

- Driving the customer quality mindset in the organization by conducting quality briefings, trainings, sending mailers and other creative ways to drive customer centricity. 

- Drive a - Customer First- culture in the organization through workshop, coachings, trainings and other activities to engrain the culture. 

- Listen and evaluate customer service calls and identify areas of improvement for coaching by Team Leaders. 

- Call calibrations along with the team leaders and regional managers. 

- Publish quality and coaching reports for the Regional managers. 

- As required, partner with external vendors/stakeholders to ensure teams are engaged and effectively utilizing the best tools available. 

- Independently gather, analyze and prepare data from external market relevant to best practices in quality assurance 

Who we are looking for: 

An ideal candidate for this role would be someone, who has worked as Quality Manager or Customer Experience Manager, regardless of the Industry. If you think Customer first and have turned-around customer satisfaction in any field you could be the right fit for this role. 

- Master's degree in Management or related discipline. 

- Minimum 5 years work experience in Customer Service or project management. 

- Career break between 6 months to 2 years 

- High energy with strong desire to achieve and proven capabilities of multi-tasking and working under pressure and deadlines. 

- Strong abilities to build relationships and manage multiple stakeholders' interests. 

- Open- and cross-culturally minded. 

- Passionate, strong initiative, self-driven with commitment to succeed. 

- Excellent written and verbal communication in English. 

- Strong customer focus and drive to make an impact 

- Excellent problem-solving, critical-thinking, decision-making, and influencing skills 

- Good written and conversational English skills 

- Excellent attention to detail 

- Someone who has an experience of cultural transformation will be an added advantage.