Head - Customer Service - Telecom

Company Overview:

It is a leading organisation in CATv & broadband operations, listed in NSE & BSE with a turnover of 1800 crs.

Position Overview:

We are seeking a dynamic and experienced professional to join our team as the Head of Customer Services from telecom or broadband organisations only.

In this role, youwillbe responsible for leading our customer service operations and ensuring the delivery of world-class support to our customers.

The ideal candidate will possess a strong background in customer service management in telecom or DTH organisations, with a focus on driving continuous improvement and enhancing the overall customer experience.

Key Responsibilities:

- Develop and implement customer service strategies and initiatives to meet or exceed customer satisfaction goals.

- Lead and manage a team of customer service representatives, supervisors, and support staff, providing guidance, coaching, and support as needed.

- Establish and maintain service level agreements (SLAs) to ensure timely and effective resolution of customer inquiries, complaints, and escalations.

- Monitor key performance indicators (KPIs) and metrics to assess the performance of the customer service team and identify areas for improvement.

- Implement quality assurance programs and processes to ensure consistency and accuracy in customer interactions.

- Collaborate with cross-functional teams, including sales, marketing, and product development, to address customer feedback and drive product and service enhancements.

- Stay updated on industry trends and best practices in customer service management to continuously improve our processes and practices.

- Develop and maintain strong relationships with key stakeholders, including internal teams, external partners, and regulatory bodies.

- Manage customer service budgets, resources, and vendor relationships to optimize efficiency and effectiveness.

- Drive a culture of customer-centricity and service excellence throughout the organization.

Qualifications:

- Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.