head customer service in gurgaon

posted
contact
randstad india
position type
temporary
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posted
location
gurgaon, haryana
function
Banking & finance
position type
temporary
experience
5-10
reference number
55418
contact
randstad india

job description

head customer service in gurgaon

Roles & ResponsibilitiesThe Head-Customer Experience would be responsible for overseeing the customerservice and ensuring the company delivers the highest level of customerservice possible. • Improve customer service experience. • Take ownership ofcustomer issues and follow problems through to resolution. • Understand andown the controllable elements of service level delivery, productivity,staffing, and quality KPIs. • Be a voice for our customers by identifyingcustomer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for those customers. • Develop customersatisfaction goals and coordinate with the team to meet them on a steadybasis. • Collaboration with other departments to resolve complicated issues &issues which require special attention. • Analyse customer care data andstatistics to obtain results useful in taking key business decisions. •Contribute to the development of industry-leading processes and best practicesfor delivering customer success.8.Education qualifications, skills & experience Education qualifications:MBA/PGDM from Tier 1 college Skills: • Process maps for each of the complaintcategory • Define the automation and the message to be delivered to theentrepreneur • Map all automation to tools like Zoho, OneDirect etc. • Qualityfocussed, excellent problem solving and conflict resolution skills.Methodologies: OKR, Agile Tools: Jira, CRM (Zoho, OneDirect etc.), Power BICommunication: Exceptional communication and presentation skills • Minimum 7years of experience in Customer Service/ Customer Care • Should haveexperience in devising technology-based solutions for recording customerfeedback. • Should have experience in streamlining & automation of inbound andoutbound communication channels

skills

customer services

qualification

MBA/PGDM