Head - Customer Service - Telecom/BFS/IT

Head - Customer Service

- Would be responsible to handle entire gamut of customer services operations Pan India including collections, retention, compliance, risk management, help desk management, cost reduction, training and customer life cycle.

a) Design customer's life cycle on company products

b) Work closely with organization's group ecosystem

c) Provide innovative journeys / solutions to heighten customer experience

d) Be a key enabler for premium customer retention for organization.

e) Develop Customer Service Strategy and new initiatives

f) Implementation of National Programs across India

g) Review and standardize the cross functional process across the country to provide the uniform experience Platform

h) Minimize Credit Risk and Maximize Collection of Receivables.

i) Collaborate with cross functional teams

j) Devise a centralized scorecard based on key metrics to drive programs for enhancing customer experience across PAN India - state teams

k) Design framework for customer segmentation to assure excellent service experience

Qualification & Experience:

- Incumbent should be Graduate or MBA with minimum 10 to 18 years of experience out of which 3 to 5 years managed Pan India role with exposure in implementing ideas, strategies, processes.