Job Summary:
- The position Holder shall be responsible to exhibit unparalleled Customer service delivery.
- S/He should engage the customers right from making the first contact “SAMAPARK” and continuously service their requests within agreed TAT.
- He / She will be responsible to educate the customers by providing regular / timely updates on the offerings by the Company.
Job Profile:
- Manage PAN India Customer Service Delivery operations.
- Responsible for the performance of Customer Service team.
- Reduce CSD Service Opex cost through constant process improvement, customer education and automation.
- Reduce Overall Cost to serve per customer by effective capacity Planning & bringing improvement in the Processes.
- Ensure achievement of defined renewal ratio for both catalog and BL
- Improve the efficiency and effectiveness of customer complaint resolution system
- Develop SOP’s, SOW and workflows for Process Improvement and test products before launch.
- Engage with Internal Stake holders to execute planned objectives and resolve bottlenecks.
- Engage and liaise cohesively with Cross functional teams like Marketing, Sales and Production to ensure seamless service delivery.
- Responsible to prepare & manage the training calendar to deliver Initial & refresher trainings in the areas of Product knowledge, Soft Skills and Process changes / reinforcements.
Qualifications: B.Tech/ MBA -MUst from a top ranked college
Experience:
- 5-8 years of experience in Customer Service Operations
- Must have experience of setting up Workflows, SOPs, SOW and KPIs for customer service Delivery.
- Should have clear understanding of Customer delivery Matrix.
Required Skills:
- Person should be well managed with an eye for detail
- Should be IT savvy and process oriented.
- Excellent verbal and written communication and presentation skills.
- Must have deep desire to work and succeed in a growing organization with total commitment and sense of job ownership.
- Should be able to work as a Team together with the Business Unit Heads.
Monica
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