Director at Nikharv Consultancy
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Head - Customer Service - BPO (6-12 yrs)
Position - Head Customer Service
Location - Gurgaon
Ctc Up to 30 LPA
Candidate should qualify checklist written below:
Ques: Is the candidate working in any Consumer Internet firm/ Startups?
Ques: Share the team size he/she is handling
Ques: Does the candidate has Experience in building the team and processes from ground up?
We are looking to hire a Head of Customer Service / Experience to build the team and processes from ground up.
We will be doing both voice and non-voice (chat based) support. If this sounds like you, read on.
Responsibilities : Build the customer service org structure - this includes coming up with the interview processes and protocol, filling the headcount and training the new hires
- Write and iterate on exhaustive air-tight SOPs and policies to streamline the customer support experience
- Custodian of NPS. Coordinating with all cross functional stakeholders on action items
- To manage and innovate customer complaint management system to reduce customer complaints
- Manage & develop quality team to enhance and control call centre/service quality standards and measurement for all customer touch points
- Analyse all customer service metrics (e.g. CSAT, FCR) and how the support teams performance affects those KPIs
- Review and improve CS agents conversations (calls, emails, chat, etc)
- To measure and improve CSAT
- To identify, manage & lead CX improvement projects based on performance on key customer facing parameters
- Identifying training needs based on skills gap analyses, developing group and individual learning courses
- Contract outside partners as needed and run operations
Profile: You have 6-8 years experience within a Customer Service role, preferably in consumer internet startups, building in-house teams and working with external vendors
- Customer obsession in everything you do
- You possess excellent interpersonal as well as written and verbal communication skills.
- You pay strong attention to detail and deliver work that is of a high standard
- You are a strong team player who can manage multiple stakeholders
- Strong data analysis skills and experience working on data driven customer success projects
- Ability to adapt, change and grow quickly as we build the organization
You'll get: Competitive salary and ESOPs
- Seat on an early stage startup, & learning the ropes of building a business from the ground up - from 0 to 1
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