Head - Customer Experience - Online/Internet

- Resp for customer service management & experience

- Management of B-2-B business and Key Account management with regard to Cust Experience

- Proven contact center management experience (Voice, Non-voice & Social media), including clear understanding of Call center, CRM and ORM technology

- An ability to think and act at a strategic level

- Financial management, including budget creation and Annual Operating Plan management

- Well - developed negotiation, facilitation, communication and presentation skills

- Drive Customer Experience: Ensure All Queries, Complaints & escalations are closed with the customer as per the agreed TAT.

- Drive CSAT scores for the process & Implement strategic plan of action to enhance automation at all touch points.