AGM/GM - Customer Care - BFSI/Education

- Drafting, implementing, and executing policies and procedures to facilitate a Quality Customer Service Experience.

- Handling a proficient Customer Service team, training and grooming them to resolve customer issues.

- Hire, coach and mentor new joiners.

- Dealing with day-to-day customer queries across various touch points and addressing sensitive customer queries on priority.

- Handling complex customer issues and providing expert assistance to resolve them within defined SLAs.

- Capturing the voice of customers and getting the issues addressed from different touch points within defined SLAs.

- Taking ownership of customer issues raised through multiple sources and getting them resolved (Calls, Emails, social media, centres and other touch points).

- Working with the Cross Functional team. Building synergies to resolve customer issues and to fix the gaps.

- Continuously improving SLA and other Customer service KPIs Analysing, Monitoring and publishing regular reports on Customer service performance metrics.

- Ensuring excellent quality of interaction at various touch points through regular audits.

Must Have Skills:

- Outstanding communication and Interpersonal skills.

- Analytical mindset with ability to identify and track relevant metrics.

- Attention to detail and ability to multitask.

- Exceptional Leadership skills.