Vice President - Customer Services - Services Sector

Designation : VP - Customer Service

Location : Ahmedabad

Education : MBA/PGDM (Full-time mandatory)

Experience : 25+ years

Role & Responsibilities :

- Create and implement customer service strategies, goals, and KPIs that are in line with the company's growth ambitions for each of the customer service department's verticals, including digital touch points, social media, service centers, call centers, renewable cell, backend operations, and front end operations.

- Ensure long-term partnerships and revenue growth by strategically managing key accounts to establish and maintain excellent connections with significant clients.

- Capacity to create and continuously enhance whole client journeys through digital, supported, and physical channels.

- Ensuring effective payment, billing, and collection procedures.

- Use technology to lower service costs, increase turnaround times at all client touchpoints, enhance customer satisfaction, and spur company expansion.

- Adopt AI and data analytics, and improve every aspect of procedures and methods.

- Create and recommend efficient pricing and tariff strategies to boost sales and business expansion.

- Encourage transformation initiatives to make the company more competitive.

- The capacity to present KPIs, dashboards, trend data, and translate insights into preventative and remedial measures.