Job Summary:   - The position Holder shall be responsible to exhibit unparalleled Customer service delivery.   - S/He should engage the customers right from making the first contact “SAMAPARK” and continuously service their requests within agreed TAT.   - He / She will be responsible to educate the customers by providing regular / timely updates on the offerings by the Company.   Job Profile:   - Manage PAN India Customer Service Delivery operations.   - Responsible for the performance of Customer Service team.   - Reduce CSD Service Opex cost through constant process improvement, customer education and automation.   - Reduce Overall Cost to serve per customer by effective capacity Planning & bringing improvement in the Processes.   - Ensure achievement of defined renewal ratio for both catalog and BL   - Improve the efficiency and effectiveness of customer complaint resolution system   - Develop SOP’s, SOW and workflows for Process Improvement and test products before launch.   - Engage with Internal Stake holders to execute planned objectives and resolve bottlenecks.   - Engage and liaise cohesively with Cross functional teams like Marketing, Sales and Production to ensure seamless service delivery.   - Responsible to prepare & manage the training calendar to deliver Initial & refresher trainings in the areas of Product knowledge, Soft Skills and Process changes / reinforcements.   Qualifications: B.Tech/ MBA -MUst from a top ranked college   Experience:   - 5-8 years of experience in Customer Service Operations   - Must have experience of setting up Workflows, SOPs, SOW and KPIs for customer service Delivery.   - Should have clear understanding of Customer delivery Matrix.   Required Skills:   - Person should be well managed with an eye for detail   - Should be IT savvy and process oriented.   - Excellent verbal and written communication and presentation skills.   - Must have deep desire to work and succeed in a growing organization with total commitment and sense of job ownership.   - Should be able to work as a Team together with the Business Unit Heads.  Monica

Delhi NCR

Head - Customer Service - Telecom 

Head - Customer Service - Telecom  ,Job Description for Head - Customer Service - Telecom  in Executive Search Firm in  Delhi NCR for (5-8) years of experience. Apply Now!

Job Description for Head - Customer Service - Telecom  in Executive Search Firm in  Delhi NCR for (5-8) years of experience. Apply Now!