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    Head - Customer Service - Gurugram, India - FuelBuddy

    FuelBuddy
    FuelBuddy Gurugram, India

    1 week ago

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    Description
    Head of Customer Service

    We are seeking an experienced and dynamic Head of Customer Service to lead our customer support team.

    The ideal candidate will have over 8 years of experience in a similar role, with expertise in CRM tools, IVR systems, B2B and B2C customer handling, MIS skills, and process-oriented approach.


    Team Management:

    • Provide overall leadership and direction for the customer service team, ensuring the achievement of targets and efficient operation.
    • Develop, train, and mentor team members to enhance performance and maintain a high level of customer satisfaction.
    • Contribute to the recruitment, training, and development of the team, setting clear action plans and targets.
    2.


    Operational Management:



    • Direct and manage all customer service activities, including Cx Support Team, Cx Retention Team, Inside Sales Team, Outbound sales team, and IVR calls Project.
    • Monitor team performance and ensure effective liaison and support between the customer services department and other organizational units.
    • Utilize CRM system for receiving, analyzing, and resolving customer issues, maintaining accurate records, and disseminating feedback.
    3.


    Performance Analysis and Reporting:



    • Develop and implement mechanisms for surveying and measuring customer satisfaction, producing meaningful reports for business decisionmaking.
    • Conduct regular review meetings with stakeholders to assess team performance, client feedback, and identify improvement areas.

    • Build NPS & CSAT reports


    4.


    Process Improvement and Implementation:



    • Set up new processes and tools required for effective functioning of the customer support team, ensuring adherence to organization policies and procedures.
    • Explore and implement strategies to maximize customer satisfaction and achieve agreed targets.
    Must-Have Skills & Experience:

    - 8+ years of experience in Customer Service, of this 4 years leading the Customer Delight department/teams, driving results.

    - Must have expertise in CRM tools handling and IVR systems.

    - Proficiency in B2B and B2C customer handling.

    • Strong data analysis and MIS skills, with the ability to create meaningful reports for business decisions.
    • Build NPS & CSAT reports
    • Experience in setting up new processes and being processoriented.
    • Excellent interpersonal skills and ability to collaborate effectively with internal and external stakeholders.
    • Worked in a high pace work environment.
    Work location:
    Gurugram

    Workdays: 6 days workweek

    Joining:
    Immediate

    About FuelBuddy:


    We are India's first and largest doorstep fuel delivery service, with the goal of ensuring safety, control, and convenience are delivered with each order.

    It is our mantra to democratise and digitalise energy delivery so you are empowered and never stop


    Founded in 2016, FuelBuddy has been a pioneer in bridging the gap between demand and supply, and we go above and beyond to ensure that your diesel demand is met.

    No matter which corner of the country you belong to, we facilitate delivery of the best quality, unadulterated, and untampered fuel at the click of a button.

    With constant upgradation, we leverage IoT and advanced technology to bring to you the convenience of FaaS, with end-to-end management and support on our app.

    Our professional dashboard is your "buddy" in tracking delivery and consumption. Now you can enjoy the functionality of a fully automated, ready-to-use structure for your fuel needs.

    Since conception, we have been unique in our perception of catering to our audience.

    We are of the strong belief that our service is what we are remembered for, what distinguishes us as a brand.

    Extending supreme quality is our only standard and we do not compromise Minimalizing risk and building trust, we strive every day to fuel your dreams on the go

    Address: 1ST FLOOR, PLOT NO 249D, ASF Tower B, UDYOG VIHAR PHASE -4 Gurugram, Haryana, India
    )
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