Customer Care team Eko prides itself in putting the customer first each time and every time. We understand that the only way to drive this is by having zero toll gates for the customer to reach us. As on today, entrepreneurs on Eko's platform have access to following channels to reach out to us in case they need any support while using the platform, - Complaint tracking mechanism on their app (- NCT- ) - Reach out to our support team via i. Published call centre number ii. Mail ID - Reach out to their Area Sales Managers (- ASM- ) i. There is ASM for every territory across the country We realise this isn- t enough. For us to respond to each customer feedback or query, requires us to have multiple touchpoints which can help us improve the customer experience every time. We wish to drive customer care on gigantic customer feedback process flow that captures every single emotion they wish to share. Metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), CLV (Customer Lifetime Value), CES (Customer Effort Score) to name a few need to be the lingo the customer care breaths. Objective: In order to achieve great customer experience on these support issues, it will be essential to be able to create, - Process maps for each of the complaint category - Define the automation and the message to be delivered to the entrepreneur - Map all automation to tools like Zoho, OneDirect etc. - Define process handover between customer care team to any other team like TechSupport, Inside Sales etc. Key Results: - Ensure to capture all KPIs from these support processes in the data lake and ensure the appropriate insights are being drawn for better process automation or product development Roles & Responsibilities The Customer Care Head would be responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. - Improve customer service experience. - Take ownership of customer issues and follow problems through to resolution. - Understand and own the controllable elements of service level delivery, productivity, staffing, and quality KPIs. - Be a voice for our customers by identifying customer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for those customers. - Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. - Collaboration with other departments to resolve complicated issues & issues which require special attention. - Analyse customer care data and statistics to obtain results useful in taking key business decisions. - Contribute to the development of industry-leading processes and best practices for delivering customer success. Education qualifications, skills & experience Education qualifications: MBA/PGDM from Tier 1 college Skills: - Process maps for each of the complaint category - Define the automation and the message to be delivered to the entrepreneur - Map all automation to tools like Zoho, OneDirect etc. - Quality focussed, excellent problem solving and conflict resolution skills. Methodologies: OKR, Agile Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI Communication: Exceptional communication and presentation skills - Minimum 7 years of experience in Customer Service/ Customer Care - Should have experience in devising technology-based solutions for recording customer feedback. - Should have experience in streamlining & automation of inbound and outbound communication channels.

Gurgaon/Gurugram

Eko - Customer Care Head 

Eko - Customer Care Head  ,Job Description for Eko - Customer Care Head  in Eko India Financial Services Pvt. Ltd. in  Gurgaon/Gurugram for (7-10) years of experience. Apply Now!

Job Description for Eko - Customer Care Head  in Eko India Financial Services Pvt. Ltd. in  Gurgaon/Gurugram for (7-10) years of experience. Apply Now!