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.

Noida

Mumbai

Gaana.com - Manager - Customer Success 

Gaana.com - Manager - Customer Success  ,Job Description for Gaana.com - Manager - Customer Success  in Gaanan in  Noida Mumbai for (5-8) years of experience. Apply Now!

Job Description for Gaana.com - Manager - Customer Success  in Gaanan in  Noida Mumbai for (5-8) years of experience. Apply Now!