Head - Customer Service/Customer Service Marketing - Education

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