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28/05 Ranajit Mukherjee
Talent Acquisition Partner at Hyrefox

Views:1967 Applications:515 Rec. Actions:Recruiter Actions:30

Vertical Head - Customer Service & Experience - BPO (10-20 yrs)

Jaipur Job Code: 1266267

Vertical Head - Customer Service & Experience


General Summary of the Profile:

The Role will be responsible for driving continuous enhancements to facilitate exceptional team output and customer service by partnering with the Sales, Marketing, Operations, Product & International Business teams.

Duties & Responsibilities:

- Would be responsible for the overall metrics of the customer support department.

- Execution of quality across various sub-functions to ensure promised customer experience across all care channels.

- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

- Analyze current Customer Service processes, process improvements, and technology improvement recommendations.

- Re-engineer existing processes to improve the Brand Loyalty of customers. Transform the operations/ process for a better customer satisfaction experience.

- Empathize with every aspect of the customer experience, putting customers- needs first, and continuously enhance Customer Service Experience.

- Manage customer escalations and resolve operational issues and escalations within the stipulated TAT (turn-around-time)

- Be a voice for customers by identifying customer needs, provide customer insights, and collaborating with cross-functional teams to provide solutions for those customers.

- Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and shortfalls in performance.

- Conduct training, business reviews and proactively suggest solutions to common customer challenges

- Exposure in analyzing and responding to customer calls, chats, and Customer service emails

- Support the leadership team on ad-hoc projects from time to time such as potential identification and recommendation of service touchpoints basis existing inputs

Qualification:

- B.Tech/ Graduation from a premier institute.

- PGDM / MBA will be an added advantage.

Required Skills:

- 10-15 years' experience in high-velocity Customer Experience/ Customer Delight process.

- Diversified exposure in dealing with International customers across the globe is mandatory.

- Must be a "subject matter expert", from a business, operations, customer service and consumer affairs perspective.

- Understanding/keen eye for delighting customers

- Good Analytical skills, logical rational thought process. Good with numbers.

- Ability to work in a fast passed, agile work environment & to think out of the box to manage operations and lead people.

- Should have hands on experience in coming up with processes and protocols to develop and improve the customer service experience.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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