Head - Customer Service - Automotive Call Center

Head- Customer Service, the incumbent:

Directs and controls the Customer Service function to ensure delivery of products and services which meet customers- requirements and achieve business targets in accordance with the Company's corporate strategy

Designs customer service strategy and initiatives in line with the objectives of the company and ensure that Organization's Customer Service is benchmarked across the industry

Deliver high quality service through all touch points for the Customer/ End users and Responsible for quality of response & TAT.

Responsible for setting up and scaling the Customer Service Operations and Service Excellence

Establish and test new strategies, Ideas & Initiatives to improve the customer service experience.

Ensuring AMC business as per the targets.

Manage End to End Service Delivery and ensure world class service experience to the Customers/ end users.

Strong understanding of the call center environment - inbound, outbound, back-end, voice, non-vice, chat,email, bpo etc. and data generation of the feedback through reports.