Quadrific Media - Head - Customer Relation

- Responsible for setting up and scaling the Customer Service Operations and Service Excellence.

- Manage customer service for all the Business Verticals

- Manage End to End Service Delivery and ensure a world-class service experience to the customers.

- Timely & accurate Reporting / Management Information analysis - For Clients, Management.

- TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS

- Deliver high-quality service through all touchpoints for the Clients/Investors and Responsible for quality of response & TAT

- Responsible for first time best resolution & elimination of scope for escalations

- Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations, and service operations.

- Design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry

- Enhance the Service Reach/Access, collaborating with the respective Business Heads.

- Build and work in tandem with the Technology team for scaling up innovative modules for Predictive Customer Behavior and understand the pattern on kind of issues or escalations.

- Prompt qualitative response to a query from Clients & Customers

- Manage Dash-board of activities in time & take corrective action based on it

- Team Management - Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management

Salary offered: 10-15LPA