CredR - Manager - Customer Delight

Role and Responsibilities :

- Responsible for the setup and functioning of a captive Customer Service team of the company

- Lead the Customer Service function and ensure that it meets world-class standards, with timely and effective resolution of consumer grievances

- Lead, mentor and build the team of Customer Delight Executives

- Motivate and coach the team apart from driving the team's performance

- Ensure that the team as a whole satisfies/ exceeds all metrics, SLAs and benchmarks

- Act as the SPOC between the team and management

- Continuously identify, implement and share sales and service best practices

- Partner with Quality team to hold calling calibrations sessions across all groups

- Create a culture which encourages each individual to have the passion to deliver exceptional service

- Focus and deliver on customer satisfaction surveys every quarter and improve on results

- Should conduct performance reviews at regular intervals.

- Suggest process improvements that would help in reducing the TAT for the customer service activities

- Conduct regular audits within the department and train the Customer Delight Executives for taking customer calls and resolving issues/ complaints as per quality standards

- Regularly identify key customer issues/ complaints through data analysis

- Make decisions independently and as required to ensure that the right focus is maintained in operations

- Ability to manage a complex operation and assign priorities to ensure that service level and quality requirements are met

- Ensure all regulatory and other internal/ external reporting are complied with as defined for each and every engagement

- Work closely with peers and other divisions/ stakeholders to drive strategic actions aimed at driving customer satisfaction

- Is the owner of all SOPs and is responsible to ensure adherence to the same

Competencies and Skills Required :

- Post-graduate/ Graduate with overall 4+ years of experience in call-taking/ complaint handling & at least 1 year of team coaching/mentoring experience in a domestic/international contact centre/ post-sales/ customer experience centre setup (inbound, outbound, Emails, social media etc.)

- Should be a process-oriented person who ensures that processes are standardized throughout the contact centre

- Strong analytical ability to assess complex data points and ensure that the right decisions are taken to drive improvement

- Proficient in MS Office, MS Excel and MS PowerPoint

- Must possess strong coaching abilities and demonstrated excellence in customer service - takes responsibility for coaching people to drive customer delight

- Should possess leadership qualities and be a team player with a friendly, energetic and enthusiastic attitude

- Must be tough enough to handle all types of customer issues/ complaints with an out-of-the-box approach, along with prompt decision-making and execution abilities

- Candidate should possess excellent oral and written communication as well as presentation skills; conversant in English and Hindi

Fundamental Requirements of the Role :

- Must ensure that team members report to work on time and provide notification in advance for leaves

- Should maintain healthy team-bonding and must keep the entire division motivated at all times

- Will keep attrition rate low, and be adept at resource planning and allocation

Salary : Industry standards