Head - Customer Service - BPO

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