Airmesh - Director - Customer Services

airmesh is an upcoming service that delivers Information, Communication and Entertainment anywhere, anytime on its Mobile Internet platform. airmesh is engaged in building next generation wireless networks to enable Mobile Internet and will serve as one of the biggest independent, carrier neutral and open networks that will leverage 4G technologies to create seamless MI experience.

airmesh communications limited is a part of the airmesh group has recently been granted the license to provision Internet Services in India and is preparing to start the phased rollout for its nationwide next generation wireless broadband networks.

- The Director of Customer Services will be a key member of the our team; structuring and leading the CS Team to ensure high quality experience for the end users & will be responsible for the end to end Design & Delivery of Customer Service.

The star leader should be passionate about amazing Customer service, Customer Experience, overall Customer satisfaction and Customer retention, should be customer focused; Must be good listener, problem-solver and should love helping people; Ability to combine the natural strengths with the tech-savvy skills to deliver innovative & individualized solutions to meet customers’ ever-changing needs makes it a best fit.

Responsibilities include but are not limited to:

- To set up the complete Customer Service function right from scratch; Strategize, plan and implement user-friendly processes & policies of the CS function in line with the overall vision of the company; Plan the workflow at all levels and have a good understanding of causes, concerns and criticalities; Ensuring the processes are efficient, effective & scalable too.

- To create an incredible Customer Experience team that acts as the glue between our service/product and our users; working on the front lines to help and inspire our customers via email, live chat, and telephone, and also behind the scenes to design new products and features to support our users.

- To lead the trust and safety initiatives at Airmesh; educate users on how to maintain security and safety; prevent potential risks; develop and enhance internal policies and tools; establish mechanism for effective fraud management.

- Work closely with third-party vendors on management of outsourced service providers; responsible for managing the staffing and service levels of Airmesh’s Customer Experience provided by third parties; responsible for implementation, tracking and outcome.

- To Own and Drive investments which would include decisions on outsourcing, shared services and IT for CS Function across businesses; Institutionalise strong governance process across the CS function outsourced partners, periodic dashboards, processes, policies, people, performance, steering committees, etc.

- Share knowledge and bring on board a mature IT understanding especially in context with Customer Service

- To drive overall Customer Satisfaction by setting up measurements, standards, review and reporting process (CSMS) across businesses

- To ensure compliances across the CS function compliance of Customer Regulations, Regulatory Controls, Service Quality and Process Audit

- Responsible for infusing Customer Centricity to the organisation at large from customer facing teams to inward facing teams; Managing Customer Experience & Customer Engagement across all the touch points, both offline and online.

- To Champion transformation Projects across self-care, segmentation, outsourcing, data mining, analytics, benchmarking and best practices in CS Function across businesses

- Identifying/anticipating the market requirements through continuous market/Customer feedback and facilitating teams in benchmarking within and outside the organization for process improvements/changes

- To ensure compliance of customer services with the essence of corporate as well as the service brands and play a key role in service branding initiative for the company; Communicating the right tone of the brand

- Evangelise Customer experience amongst Airmesh at large, through leading innovative programs

- Success building and mentoring other managers

Desired candidate profile:

- Proven Business Leader with 12+ years of experience in Customer Service Delivery function

- Self-starter with an ability to start a new department and new structure on its own; should be excited to move fast in high speed environment of a Startup

- Great communication skills and ability to summarize a large set of data

- Bend of mind for new media like Digital & Social Media to enhance overall customer experience

- Demonstrated success in data-driven organizations and telecom / technology companies

- Ability to work in an outsourced environment involving multiple Global and local vendors / partners

- Significant exposure to partner management with the ability to outline partner deliverables and accept partner requirements

- Decision making ability with calculative risk taking appetite

- Must be an expert on transformation Projects across self-care, segmentation, outsourcing, data mining, analytics, benchmarking and best practices in CS Function across businesses.

- Good exposure in Service Branding will be great plus

- Should be high on integrity & with good ethics

- Must be well connected with Consumer Forums/ DOT/TRAI

- Should be able to empathise and respond to different challenges typically in CSD functions

- An inner zeal to work in a flat hierarchy organisation, open culture & make the entire process (SOP formation to service roll out to serve & retain) seamless with minimum resources optimised