Client Partner - Telecom & Services at Grassik Consultants Pvt. Ltd.
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General Manager - Customer Service - BPO/ITeS - IIM/MDI/ISB/FMS (2-6 yrs)
- 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
- 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