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15/02 Himani
HR at Matrix Management Services

Views:559 Applications:201 Rec. Actions:Recruiter Actions:32

Head - Customer Support - FMCG/Retail (10-20 yrs)

Bangalore Job Code: 892479

Role: Head - Customer Support Required

Skills & experience : 

- 10-12 years of full-time work experience in online operations/customer success/user engagement team

- Excellent written and verbal communication skills, and well versed in writing to customers, handling escalations, including the ability to clearly articulate issues/solutions/decisions to all audiences.

- Experience managing the day-to-day operations, and monitoring productivity of the team.

- In-depth knowledge & demonstrated ability on CRM tools, phone/call support software, support channels ( Voice, Email, Chat, Social Media ), concepts and methodologies of customer support management.

- Expertise in defining SLAs and building processes to ensure adherence.

- Demonstrate ability in coaching and mentoring customer service executives with objective feedback using Quality Assurance (QA) and/or training tools - Flair for analysis and creating insightful reports.

- Demonstrate ability to leverage data into decision making. Knowledge of Data analysis/business intelligence tools is a strong plus.

- Design customer service processes that scale at every point in the customer life cycle including sales, on boarding and retention.

- Experience in work force management and forecasting man power requirements.

Responsibilities : - Head the customer support (phone, email, in app) and customer experience teams.

- Be the owner of our User Engagement performance metrics for the (TAT, QA, CX, CSAT scores) across channels - phone, email, social media and chat.

- Gain a strong understanding of the product and business and work towards improving customer happiness

- Make actionable product recommendations by deep-diving into various queries, performance analysis, and drawing insights, that reduce the need for our customers to contact support.

- Recommend process and tools that build efficiencies to manage higher volumes with a lean team.

- Ensuring high quality services, resulting in customer delight and optimum resource utilization for maximum service quality

- Coach the team on tone, language, and communication aligned with our values to improve the quality and the reactivity of our support operations

. - Continuous communication with the cross-functional teams to ensure the customer support/experience team is aware of all events, requests from internal teams that need to be communicated to our customers.

- Be at the forefront of any customer conflict resolution scenarios, escalations reaching the management, and build/improve our SOPs to ensure they don't occur in the future.

- Ensure process compliance, high levels of standardization and drive process innovation in the CSD domain

- Design, develop and execute training programs

- Work with PM, sales and other stakeholders to set up processes for priority support, phone support and define an escalation matrix, Demonstrate ability to hire, promote and develop talent.

- Review and improvise existing policies to scale up on existing quality standards

- Own / Drive our vision for Customer Experience across Inbound and Outbound customer channels including social media channels. - Evolve processes for inspecting and sampling the customer interaction process at every stage from contact to resolution and follow-up.

- Review team and business performance statistics, determine and document areas that may need improvement.

- Be the voice of the customer in the leadership team working closely with product, marketing and engineering teams to implement insights and product improvements to continuously improve customer experience.

- Use data to inform all layers of our operating processes and strategic direction such as the timing of customer touch points and how we ensure consistent customer outcomes

- Run regular NPS and Customer feedback surveys to analyse customer sentiment and feedback on new products and other initiatives.

Women-friendly workplace:

Maternity and Paternity Benefits

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