Head - Customer Service - BPO

Our client is looking for a senior level person to handle Customer Well Being team

- Our client is is building digitally native full stack health clinics to provide affordable access to holistic healthcare to Indians. The business launched a Digital Health Clinic for Men and Women last year

- Funded by the marquee VC Funds , it is lead by successful entrepreneurs

Responsibilities

- Oversee a group of team leaders and customer happiness executives across all channels - phone, email, chat, social media

- Supervise day-to-day operations in the customer happiness department - take timely decisions based on data

- Create effective customer service procedures, policies, and standards - focus on improving quality and effectiveness

- Build out a team structure with a judicious mix of of in-house hires and third party outsourced teams, identify and contract with third parties, and manage relationships and performance of third parties

- Develop customer satisfaction goals (CSAT) and coordinate with the team to meet them on a steady basis.

- Respond to customer service escalations in a timely manner.

- Maintain accurate records and document all customer service activities and discussions.

- Assess service statistics and prepare detailed reports on your findings.

- Hire and train new customer service agents.

- Run a highly cohesive team - low attrition, high happiness

- Run a highly performance oriented team - customer service metrics to be drilled down to everyone

What you can expect :

- Faster Growth - Being a young and growing team, we offer accelerated growth and empowerment to our team.

- Holistic Experience across Brands- We have brands in different stages of their life cycle - So you would get an experience of building communities for different target audiences.

Requirements:

- Have handled large customer support teams - 50+

- 10+ years of experience.

- Excellent leadership and interpersonal skills

- Analytical - daily decisions based on data

- Experience of working in a startup is a plus, good to have but not essential