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13/01 Rishabh Jain
Senior HR Associate at Gaanan

Views:672 Applications:163 Rec. Actions:Recruiter Actions:102

Gaana.com - Customer Service Head (7-10 yrs)

Noida/Mumbai Job Code: 1032271

Job Responsibilities;-

- Strategically lead and develop a support/ customer service management team

- 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

- Use Customer Insight and Root Cause Analytics to identify product improvements and present these to the Senior Stakeholder Peers.

- Act as the Voice of the Customer across the organisation.

- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.

- Define, negotiate and agree the effective utilisation of resources in line with service specifications, working with, or being responsible for resource planning in conjunction with business objectives and service level agreements.

- Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, -Product to negotiate and influence customer improvements

- Continually develop improvements and embed successful change projects.

Required Experience:-

- Extensive experience of managing operational customer service teams

- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

- Proven Management and/or relationship management experience at a senior, strategic level role.

- Established track record of exceeding targets, KPIs or SLAs, in a quality led, legislative compliant environment

- Demonstrated ability to motivate and communicate with others at all levels

- Influential relationships skills at all. Able to use these relationships to deliver service improvements

- Excellent communication and negotiation skills.

- Able to adapt and succeed in a changing environment

- Evidence of well-developed leadership skills.

Women-friendly workplace:

Maternity and Paternity Benefits

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