Smartworks is India's largest provider of tailor-made, flexible workspace, with a footprint of more than 1 million sq. ft. across 15 locations in 9 cities catering to more than 250 organizations across a large enterprise, SME- s, start-ups and freelancers. Founded in April 2016, Smartworks is reinventing enterprise workspace to become the best workspace experience provider and the workspace of choice for India's young vibrant young workforce. Smartworks is expecting to grow to a footprint of 3mn sq ft. This role of Head of Customer Experience is part of the senior leadership team . Role is responsible to improve overall experience at the workplace by ensuring the quality of service delivery, building a strong culture, while scaling to more locations and centres as the company grows! Roles and responsibilities: - Responsible for enriched Customer Experience at the workplace focusing on Customer Relations and member retention at existing centres - Starting with the Customer and working backwards, strategizing to build innovative tools, designs, processes, and programs to support the rapidly changing business environment while maintaining an exceptional customer experience - Draw out basic operating standards across caf-, blue-collar staff, front end associates, any client facing executives to ensure standard high quality customer experience across all our centres - Evaluate and ensure high quality of service delivery and operations, using a combination of data analysis, innovation, processes, and strategies - Execute business wide initiatives&nbsp; - Define project plans, assemble resources, manage implementation activities, and develop hybrid (standardised/customised) processes associated with customer experience program rollout and ongoing support. - Create a collaborative environment amongst our members through exciting events and partnerships - As an advocate for the customer ensures customer satisfaction with all touch points within the workplaces and team member/ customer interaction - Generating creative ideas for boosting customer happiness (this may involve redesigning the working space) - Identify new opportunities&nbsp; - Partner with the cross-functional business teams and CS Operations across India to assess and prioritize program needs based on rapidly changing business requirements, develop a business case for new initiatives - Manage multiple program areas in Customer Service and Operations&nbsp; - Track delivery against program objectives and implement proposals to improve program services and efficiency. Desired Skills/ Qualifications - Post Graduate with 10 years- experience in the relevant domain (hospitality and retail combination is preferred) - Strong analytical, strategizing, problem-solving and reporting skills - Excellent people managing skills - Proven track record of mitigating gaps and increasing organization efficiency - Proven ability to work collaboratively with others - Extremely strong communication and writing skills - A leader with a proactive approach - A hustler with an interesting life story

Gurgaon/Gurugram

Smartworks - Head - Customer Service 

Smartworks - Head - Customer Service  ,Job Description for Smartworks - Head - Customer Service  in Smartworks in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!

Job Description for Smartworks - Head - Customer Service  in Smartworks in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!