Vertical Head - Customer Service & Experience Full-Time

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