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13/02 Umesh Pratap Singh
Co-Founder at ClevrHyk Solutions Private Limited

Views:292 Applications:99 Rec. Actions:Recruiter Actions:53

Lead - Customer Experience - B2B Marketplace (6-9 yrs)

Bangalore Job Code: 891957

Job brief :

The Customer Experience Lead is responsible for being the voice of the customer and ensuring all the customer issues are addressed in a timely manner.

Responsibilities :

- Builds team and process and setup KRAs to drive customer service experience, including but not limited to handling inbound queries and proactive communication of potential issues.

- Take ownership of customers issues and follow problems through to resolution

- Be the voice of the customer and helps the business team identify the key customer issues in real-time

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments and apply best practices to areas of improvement

- Control resources and utilize assets to achieve qualitative and quantitative targets

Requirements :

- Proven working experience in managing customers and leading agents/account management teams.

- Proficiency in spoken and written English

- Working knowledge of customer service software, databases and tools

- Awareness of industry's latest technology trends and applications

- Ability to think strategically and to lead

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation

Women-friendly workplace:

Maternity and Paternity Benefits

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