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