We are hiring for our client based out of Mumbai. The company is a VC funded startup in the healthcare space. Job Description : Designation - Head of Customer Service Team Managerial level - Associate Director/Director level About the Customer Service Team: - 45 member team - Team divided into different processes - chats, emails, calls, social media- Customer Happiness Executives - Couple of senior Customer Happiness Executives who address and solve the different escalations raised - Quality team - A couple of Team Leaders- leading productivity, escalations, quality Job Responsibilities : - Oversee a group of team leaders, quality/training team and customer happiness executives - Supervise day-to-day operations in the customer happiness department - take timely decisions based on data. - Respond to customer service issues in a timely manner. - Create effective customer service procedures, policies, and standards. - Develop customer satisfaction goals (CSAT) and coordinate with the team to meet them on a steady basis. - 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 - Key metrics to be tracked - discipline, productivity and quality Requirements : Should have worked in startups Have handled large contact support teams - 50+ 8+ years of experience. Have been an agent and grown through the ranks Excellent leadership and interpersonal skills Analytical - daily decisions based on data

Mumbai

Head - Customer Service Team - Startup 

Head - Customer Service Team - Startup  ,Job Description for Head - Customer Service Team - Startup  in HR Power in  Mumbai for (8-14) years of experience. Apply Now!

Job Description for Head - Customer Service Team - Startup  in HR Power in  Mumbai for (8-14) years of experience. Apply Now!