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21/07 Shilpa Minhas
Client Partner at Fynehand

Views:1089 Applications:287 Rec. Actions:Recruiter Actions:55

Vice President - Customer Service/Digital - BFS (10-20 yrs)

Mumbai Job Code: 1291020

VP- Customer Service (Digital)

Key Responsibilities:

- Develop and implement strategies for providing excellent customer service in the digital space, including live chat, email, social media, and other digital communication channels.

- Lead a team of customer service representatives, providing guidance, coaching, and training to ensure high-quality customer interactions.

- Set and monitor performance metrics and key performance indicators (KPIs) for the team, ensuring goals are met or exceeded.

- Analyze customer data to identify trends, patterns, and areas for improvement in the digital customer service experience.

- Work closely with other departments, such as marketing and product development, to provide customer insights and feedback for enhancing the digital business's products or services.

- Stay updated on the latest digital customer service trends and technologies and make recommendations for their implementation in the organization.

- Handle escalated customer complaints or complex issues, ensuring timely resolution and customer satisfaction.

- Collaborate with cross-functional teams to improve processes, streamline workflows, and enhance the overall customer experience.

- Monitor customer reviews and feedback on various digital platforms and respond appropriately to address concerns or issues.

- Maintain a customer-centric culture within the customer service department, focusing on empathetic and proactive communication with customers in the digital environment.

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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