Customer Services Manager Job in Bekando Service India

Ready toadvance your career within one of the worlds fastest growing industries?

Here atBekando India, were at the forefront of the online gaming revolution .Werecurrently developing a gaming platform for skill-based products to be rolledout to the Indian sub-continent and beyond - and we want you to be part of thenext step on our journey .From our base in Cochin, Kerala, were building aworld-class platform for sports fans to help them get closer to the sports theylove.

BekandoIndia prides itself on strong team values and a fun work environment, built ona collegiate atmosphere where trust between colleagues and a passion forinnovation helps push our product forward. Were now on the look-out for peoplewho share our vision of how technology can help transform this rapidly evolvingsector.

Lookingto make your next career move?

Build,lead and grow at Bekando India.

Purposeof the Role: To drive strategy and provide the overall operational management withinthe Customer Services function.

Key Responsibilities

Operations

• Owning current Customer Services systems and processes. Refining tools and processes in order to meet and improve upon existing metrics and key performance indicators.
• Identify and implement new solutions and technologies to drive the Customer Services team forward, deliver excellence to our customers and improve customer experience.
• Providing an on-going risk assessment of key processes and implementing risk mitigated policies, to support the business and maximise profitability.
• Providing high quality of support to our retail shops.
• Delivering contact management within agreed SLAs to help meet strategic objectives of the business.
• Developing and maintaining strategy to ensure all departmental objectives, KPIs and SLAs are met and ideally exceeded.
• Ensuring effective business continuity plans are in place and communicated across the team in order to maintain 24/7/365 Customer Service capabilities.
• Acting as the principal point of contact for all escalations of Customer Service issues.
• Working in partnership with other key stakeholders in the business, to ensure compliance with legal and regulatory requirements and adherence to company procedures.
• Designing and delivering high value management reporting processes.

People Management

• Leading the Customer Service team to deliver a fast and efficient Customer Service function.
• Developing the Customer Service team through coaching, mentoring and continuous feedback.
• Effectively managing resources and proactively planning resourcing needs for the department.
• Sourcing and attracting top talent from outside of the Company to join the team, as and when required.
• Effectively training new recruits to develop the next generation of leaders.
• Actively developing succession plans within the team and developing skills and knowledge of the Customers Service department to provide a hiring pool for the rest of the business.
• Continually assessing the team though the agreed QA process and annual appraisal process.
• Empowering the team to provide a world class service and assisting in development of a supportive and dynamic company culture, focused on service excellence.

Other responsibilities:

Keeping abreast of professional knowledge by participatingin training, maintaining personal networks and studying developments within theindustry.

Escalating issues to senior management asappropriate.

Undertaking other reasonable duties asinstructed by senior management.

Required Skills and Abilities:

• Experience managing a high volume of inbound queries within the Customer Support department.
• Experience in an e-commerce Customer Support environment, ideally within a multilingual team.
• Passion for providing the highest quality Customer Support and the ability to inspire others to share that passion.
• Experience of managing change, with the ability to lead and motivate others.
• Proven ability to identify and recommend improvements to processes and procedures.
• Demonstrable management experience.
• Strong operational background of managing teams in a 24/7 environment.
• Ability to work with numerous internal and external teams.
• IT skills including good working knowledge of Microsoft Outlook.
• Proactive and results-driven approach.
• Exceptional problem-solving skills.
• Excellent prioritising skills.
• Strong verbal and written communication skills.
• Good attention to detail.
• An ability to create and manage a culture that makes your team enjoy and take pride in their work.

Desirable Skills and Abilities

• Bachelor's degree or equivalent in Business Management, Finance or IT.
• 2 years experience in a Customer Services role.
• Experience of gaming industry.
• Knowledge of Hindi language.

Good knowledge of sports and an understanding ofFantasy and other skill based games.

Additional Requirements

Must be flexible towards work schedules and rota (mornings, eveningsand weekends)