Talent Acquisition Manager at Augmentedresourcing Pvt. Ltd.
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AGM - Customer Care - Education (10-15 yrs)
We are hiring for our client in Education Sector.
1. Drafting, implementing, and executing policies and procedures to facilitate a Quality Customer Service Experience.
2. Handling a proficient Customer Service team, train and groom them to resolve customer issues.
3. Hire, coach and mentor new joiners.
4. Dealing with day-to-day customer queries across various touch points and addressing sensitive customer queries on priority.
5. Handling complex customer issues and providing expert assistance to resolve them within defined SLAs.
6. Capturing voice of customer and getting the issues addressed from different touch points within defined SLAs.
7. Taking ownership of customer issues raised through multiple sources and getting them resolved (Calls, Emails, social media, centres and other touch points).
8. Working with Cross Functional team. Building synergies to resolve customer issues and to fix the gaps.
9. Continuously improving SLA and other Customer service KPIs
10. Analysing, Monitoring and publishing regular reports on Customer service performance metrics.
11. Ensuring excellent quality of interaction at various touch points through regular audits.