The Director Customer Service is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office, Telephone, Email, Online, Live Chat, Video, and Social Media Correspondence.)  Some of the responsibilities and duties will include :  - Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures  - Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.  - Create a culture and processes which achieve the business goals and objectives with regards to their customer service;  - Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.  - Reduction of the cost to serve  - Empower and Engage the Customer Service Team  - Enhance the First Call Resolution  - Identify new tools and technologies to better serve the customer  - Drive better sales through service  - Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Board/Senior Stakeholder Peers.  - Act as the Voice of the Customer across the organization.  - Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.  - Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.  - Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.  - Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements  - Continually develop improvements and embed successful change projects.  - Drive quality and consistency  - Partner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams.

Bangalore

Director - Customer Service - Internet/eCommerce   

Director - Customer Service - Internet/eCommerce    ,Job Description for Director - Customer Service - Internet/eCommerce    in Grassik Search Pvt. Ltd in  Bangalore for (10-20) years of experience. Apply Now!

Job Description for Director - Customer Service - Internet/eCommerce    in Grassik Search Pvt. Ltd in  Bangalore for (10-20) years of experience. Apply Now!