Head - Customer Service - eCommerce/BPO

Silverpeople has been retained as client's exclusive partners to build their landing team from scratch.

Our client, based out of Bangalore, is looking for smart team oriented people who can get things done and entrepreneurs who have passion and drive to do something exhilarating and incredible. You will be a part of the founding team and will get an opportunity to make your own self-fulfilling teams. You will also be expected to wear multiple hats with fair amount of discretion and control.

Apply only if you are looking for a new and exciting startup which is one of its kind and if you enjoy working in an environment where creativity has no boundaries, where things move at internet speed, where you can expect unexpected to happen.

Role: Head of Customer service

Job purpose:

- Responsible for accomplishing customer service objectives of the organisation.

- To oversee Customer Operations within the business, managing the multi-lingual & multi-channel contact centre and serving as the Voice of the Customer to the executive management team.

Principal accountabilities:

- Managing a multi-lingual multi-channel contact centre

- Managing third parties such as Outsourcers and ensuring continued success and improvement in all aspects of Customer Service and Experience.

- Owning Customer Experience in terms of managing the Customer Communication strategy by overseeing all transactional communications and website messaging.

- Setting productivity and quality KPIs/SLAs for the customer service organization while also fostering an environment of continuous improvement.

- Liaising with the wider business functions and consistently representing the Voice of the Customer to the Senior Management. Scoping and managing projects for process improvement within technical and commercial teams with regards to customer facing developments and contact centre improvements.

Desired Skills and Experience:

Experience:

- The ideal candidate is someone with around 13 years of experience in cross functional stints and should have handled the customer service function in a consumer facing industry.

- Should be ideally working in a e commerce company and have a good blend of analytical and creative mind.

Salary: best in the industry