Head - Customer Service - BPO

- Provide leadership and direction to the entire customer support department.

- To ensure that customer support department needs are correctly prioritized to ensure the correctly prioritized allocation of resources.

- Ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.

- Is in charge of managing both internal and external relationships within the company on behalf of the customer support department.

- In charge of engaging in direct interactions with the business's consumers.

- To ensure that the TAT for all support queries is 24 hours

- To ensure all stakeholders are given daily, monthly reports on customer feedback.

- To measure the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence.

- A candidate for this position must have had over 10-12 years of working experience in customer support, preferably working as a Customer Support Manager for a B2C business.

- The candidate should also have vast experience in customer service research and analytical techniques.

- This candidate will also have had a proven and successful experience mapping consumer journeys and creating customer support strategies.

Skills :

- The Head of Customer Support will need exceptional communication skills to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies.

- He/She must also be capable of tailoring messages for different audiences, bringing out complex concepts in a simple, unambiguous, understandable, and convincing manner.

- The candidate will also possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies.

This candidate will have an ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.