jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
16/08 Radhika Kaundinnya
Head HRBP at SolarSquare Energy

Views:556 Applications:119 Rec. Actions:Recruiter Actions:18

Solar Square - Head - Customer Service (4-6 yrs)

Pune Job Code: 1140503

Role :

As Head of Customer Service, you will be responsible for leading our call center operations.

At SolarSquare we take inspiration from companies like Zappos, Swiggy, and Amex and aspire to create a solid operations engine that delivers consistent and delightful customer service. We are re-imagining Home- Energy with our rooftop solar solutions. We want to raise the bar for the industry and become India's #1 new-age solar brand. For this, we are looking for a customer service operations leader who can make the company's ambitions his own.

The ideal candidate is a seasoned call center/ customer service leader with a proven track record of managing call center operations. To be successful in this role, you must have strong interpersonal skills, team-leading experience, problem-solving ability, and a result-oriented attitude. As Head of Customer Service, you will be managing a 50+ member call center team.

Responsibilities-

- Manage SolarSquare's contact center operations

- Be responsible for all operational metrics (SLAs, resolution TATs, and customer experience)

- Act as trainer/ coach for call center team conducting new joiner and regular on-job training

- Drive our training programs and performance management frameworks for employee growth

- Work closely with the product team for developing technology solutions to improve existing processes and team productivity

- Drive 'continuous improvement' in call center operations to drive excellence

- Hire and build a highly motivated, well-trained contact center team

Requirements :

- Min. 5 years of work experience working in operations or customer service roles

- Prior call center operations leading experience

- Experience in a fast-growth start-up environment is preferred (consumer-facing start-ups)

- Strategic and tactical thinker who can plan, execute and pivot according to circumstances

- Ability to work in a high-growth environment

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.