VERTICAL HEAD - Customer Service & Experience

Description :

General Summary of the Profile :

- The Role will be responsible for driving continuous enhancements to facilitate exceptional team output and customer service by partnering with the Sales, Marketing, Operations, Product & International Business teams.

Duties & Responsibilities :

- Would be responsible for the overall metrics of the customer support department.

- Execution of quality across various sub-functions to ensure promised customer experience across all care channels.

- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

- Analyze current Customer Service processes, process improvements, and technology improvement recommendations.

- Re-engineer existing processes to improve the Brand Loyalty of customers. Transform the operations/ process for a better customer satisfaction experience.

- Empathize with every aspect of the customer experience, putting customers- needs first, and continuously enhance Customer Service Experience.

- Manage customer escalations and resolve operational issues and escalations within the stipulated TAT (turn-around-time)

- Be a voice for customers by identifying customer needs, provide customer insights, and collaborating with cross-functional teams to provide solutions for those customers.

- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and shortfalls in performance.

- Conduct training, business reviews and proactively suggest solutions to common customer challenges

- Exposure in analyzing and responding to customer calls, chats, and Customer service emails

- Support the leadership team on ad-hoc projects from time to time such as potential identification and recommendation of service touchpoints basis existing inputs

Qualification :

- B.Tech/ Graduation from a premier institute.

- PGDM / MBA will be an added advantage.

Required Skills :

- 10-15 years experience in high-velocity Customer Experience/ Customer Delight process.

- Diversified exposure in dealing with International customers across the globe is mandatory.

- Must be a "subject matter expert", from a business, operations, customer service and consumer affairs perspective.

- Understanding/keen eye for delighting customers

- Good Analytical skills, logical rational thought process.

- Good with numbers.

- Ability to work in a fast passed, agile work environment & to think out of the box to manage operations and lead people.

- Should have hands on experience in coming up with processes and protocols to develop and improve the customer service experience.

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