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04/12 Anil
Advisor at XpertReach

Views:811 Applications:225 Rec. Actions:Recruiter Actions:47

Head - Customer Service - BPO (10-15 yrs)

Mumbai Job Code: 1014322

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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