About this role
As an Operations Executive, you will be responsible for overseeing the daily operations of our back-office team, ensuring smooth and efficient processes. You will collaborate closely with the Customer Care Executive (CCE) team to provide exceptional customer support and resolve any issues promptly. Your role is vital in maintaining a positive customer experience and driving business growth.
• Manage and oversee back-office operations, including workflow management and process optimization. • Collaborate with the CCE team to understand customer needs and provide effective solutions. • Ensure timely and accurate resolution of customer inquiries and issues. • Maintain and update customer records and documentation. • Implement and monitor quality control measures to ensure high standards of customer service. • Develop and implement strategies to enhance operational efficiency and productivity. • Train and mentor back-office staff to ensure consistent performance and skill development. • Conduct regular performance evaluations and provide constructive feedback. • Stay updated with industry trends and best practices in customer care and operations. • Work closely with other departments to align operations with company goals and objectives.
• Bachelor's degree in Business Administration, Operations Management, or a related field. • Minimum 2 years of experience in a similar operations or customer care role. • Strong leadership and team management skills. • Excellent organizational and time management abilities. • Proficiency in using customer relationship management (CRM) software and MS Office suite. • Ability to work independently and make sound decisions. • Excellent communication and interpersonal skills. • Analytical mindset with problem-solving capabilities. • Flexibility to adapt to changing work environments and priorities. • Willingness to continuously learn and stay updated with industry developments.