Job Brief &amp; Responsibilities: We are looking for a strong leader to head the customer service team for our online retail business. This individual will&nbsp; 1. Be responsible for leading formation and implementation of policies and procedures for excellent customer service experience. They will manage all operational activity to ensure that we deliver the best possible experience to our customers in the most efficient. They will also lead continuous improvement activities to ensure the most optimum utilization of resources. 2. Lead a multi-function team to deliver on experience metrics like CSAT, response time, resolution time and service levels 3. Act as the Voice of the Customer across the organization. 4. Use Root Cause Analyses to propose and implement process improvements 5. Collaborate with product and tech teams to leverage automated solutions like bots and IVR to maximize self-serve resolution 6. Lead reduction of contact ratio to enhance customer experience and decrease customer pain 7. Prepare annual operating plans for the customer service department and ensure that total cost of ownership is minimized year on year 8. Own experience metrics like response time, resolution time, service levels and CSAT 9. Collaborate with leadership teams from Growth, Supply, Product and Tech on issues impacting customer experience

Bangalore

Paytm - Head - Customer Service Team 

Paytm - Head - Customer Service Team  ,Job Description for Paytm - Head - Customer Service Team  in Paytm in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for Paytm - Head - Customer Service Team  in Paytm in  Bangalore for (8-12) years of experience. Apply Now!