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21/03 Gautam Gupta
Client Partner - Telecom & Services at Grassik Consultants Pvt. Ltd.

Views:271 Applications:81 Rec. Actions:Recruiter Actions:0

General Manager - Customer Service - BPO/ITeS - IIM/MDI/ISB/FMS (2-6 yrs)

Bangalore Job Code: 811009

Job Description:-

- Work closely with the Director CX to design strategies for the CC Process.

- Manage all aspects of customer support and work towards process efficiency.

- Design success metrics for projects to optimize the customer experience.

- Guides and owns the SOP and shares best practices.

- Manage customer escalations and create projects to ensure best customer experience.

- Re-engineer the existing process to work towards improving the NPS.

- Manage customer escalations and create projects to ensure best customer experience

- Business process Re-engineer the existing process to work towards improving the NPS

- Customer Experience improvement- Should have handled Customer-Centric roles with experience of handling Customer Care Operations/Projects

- Should have built SOPs that have been followed within the organization

Desired Candidature:-

- Graduate (Premier Institute) with 4-6 years- work experience OR Post Graduate (Premier Institute) with 2-5 years & work exp.

- Prior experience in process design and operations implementation.

- Strong time management skills and the ability to priorities to meet daily, weekly, and long-term requirements and goals

- Structured problem solving, detail-oriented and customer-first attitude

- Must have attention to detail and critically think through and resolve problems

- Must have customer service skills and be able to maintain a consistent, elevated level of service

Women-friendly workplace:

Maternity and Paternity Benefits

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