Upgrade to Pro Member
Service Delivery Leader at PeopleStrong HR Services
Views:4766 Applications:555 Rec. Actions:Recruiter Actions:2
Head - Customer Service/Customer Service Marketing - Education (14-16 yrs)
Essential Duties and Responsibilities:
- Design customer service strategy & initiatives in line with the objectives of the company across its classroom centers across India and its customer base & interactions on digital product platforms.
- Design tactics and strategy to measure & manage churn within defined limits by company
- Implement strategies and process corrections at every step of customer life cycle to improve customer experience and Customer Retention.
- Facilitate Automation/ Process Changes that will enhance Customer Experience
- Work on the processes to improve customer experience through engagement activities,
- Build Loyalty Programs, Strategies on Seamless Onboarding Process for all New Connections and Migrations from other service Providers
- Delivering Resolution for Complaints & Requests as per the defined Turnaround Time to the Centers as per the SLAs agreed
- Formal & Governance meetings with the management team and key stake holders to ensure the engagement is built & communicated as per need
- Building Back end systems & technology to support front Enders facing customers and corporates by leveraging and improving on call centers, mail rooms, defined TATs for corporates.
- Making People Accountable Team Building and Handling Customer Service Operations Management across all Segments
- Deliver high quality service through all touch points Process Improvements Churn Management & Customer engagement
- Regulatory compliance with regards to Documents & Incidence Management.
- Enhancement of employee skills and capabilities through Capability Building Programs, Trainings, Workshops
- Keep high levels of team engagement during the challenges of change management (ambiguity, conflicts, insecurity etc)
- Continuous training and certification on building capabilities, skill and competencies
- Make each student aspire for Aakash through its superlative customer experience
- Build a culture & system that could make each student and staff an Aakash Ambassador post they come in contact with its services
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
2-Step Verification - Action Required
We've updated our security procedures!
Your privacy and security are important to us. We've recently updated our security measures to make iimjobs.com safer and more secure for you. This change requires you to reset your password.
Please reset your password using the link sent to your email. If you did not receive any email, please check your spam folder..
