Head - Customer Support - BPO

Please find the Job Details :

Position: Head - Customer Support

Location: Bangalore

Exp: 10-15 Years

Job Description :

- Prior Experience in Customer Care/Customer Support from BPO/KPO/Online/eCommerce

- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

- Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms.

- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.

- Monitor and take action on TKS, personnel and payroll issues

- Monitoring and giving feedback to the customer service representatives.

- Interacting with clients on calibrations and roll out updates.Closely monitoring the daily productivity against the defined Service Level standards

Anand