14/05 Saurabh Matta
Recruitment Analyst at Vrinda Global

Views:452 Applications:60 Rec. Actions:Recruiter Actions:48

Customer Service Manager - Construction (8-15 yrs)

Mumbai Job Code: 697493


- Drive and deliver the overall customer service strategic initiatives across multiple channels

- Oversee the operations and performance of the contact center on frequent basis

- Identify areas of improvement for Contact Center, Email and Chat channel touchpoints to deliver better customer experience

- Collaborate with other department executive leaders to align and execute service strategies and ensure that each department receives the right level of support

- Manage entire contact center, email and chat channel that includes: supporting hiring/training/tight operational rigor with best-in-class processes

- Report the channel performance, customer satisfaction reports to the leadership and highlight customer needs along with appropriate solution

- Responsible for spearheading investigation and analyses on the issues and concerns that raise across these three channels

- Responsibility to resolve these strategic issues, which potentially impair the whole department's ability to meet the goals

- Should have experience in handling contact center vendors

- Should have experience in developing and managing customer service in the construction and home improvement sector

Women-friendly workplace:

Maternity and Paternity Benefits

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