Key Responsibilities :&nbsp; - Strategically lead and develop a team of Customer Experience Managers to enhance performance by setting clear accountable performance measures. - Establish policies and procedures that deliver sales numbers, TAT for resolution, on time in time escalation and resolve queries of customers. - Establish a system which will be able to provide customer service 24- 7. - Increase NPS and strive to improve it month on month. - Establish a system which will help to avoid repeated complaints, minimize refunds and reduce escalations. - Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. - Establish and test new strategies to improve the customer service experience. - Drive the culture of 'customer centric mind set and accountability' across the whole team that reflects in the service delivery on a continuous basis. - Plan and Recruit for adequate capacity &amp; capability to manage the entire Customer support function. - Review work done and mentor Team. - Conduct 1-on-1s with direct reports on a daily basis. Provide constructive feedback on the approach, quality and throughput of the final output of all work done by the reportees - Ensure training of team members and identify specific / periodic training programs for the team. Groom each person to reach their peak potential. Educational Qualification &amp; Experience: - Educational qualification - MBA from Premier B School - Candidates from service industry and worked at Customer support head position with hands on experience with setting up CS systems. - Candidate can be from a very young startups but has hands-on experience in setting up operations for sales / customer support/Operations. - Age below 35 years

Mumbai

AVP - Customer Support  - Healthcare  

Job Description for AVP - Customer Support  - Healthcare    in  Mumbai for (4-10) years of experience. Apply Now!