AGM/GM - Customer Care - BFSI/Education (14-18 yrs) - Gurgaon/Gurugram, India - iimjobs

    iimjobs
    iimjobs Gurgaon/Gurugram, India

    2 weeks ago

    Iimjobs background
    Full time
    Description
    Drafting, implementing, and executing policies and procedures to facilitate a Quality Customer Service Experience.

    • Handling a proficient Customer Service team, training and grooming them to resolve customer issues.
    • Hire, coach and mentor new joiners.
    • Dealing with daytoday customer queries across various touch points and addressing sensitive customer queries on priority.
    • Handling complex customer issues and providing expert assistance to resolve them within defined SLAs.
    • Capturing the voice of customers and getting the issues addressed from different touch points within defined SLAs.
    • Taking ownership of customer issues raised through multiple sources and getting them resolved (Calls, Emails, social media, centres and other touch points).
    • Working with the Cross Functional team. Building synergies to resolve customer issues and to fix the gaps.
    • Continuously improving SLA and other Customer service KPIs Analysing, Monitoring and publishing regular reports on Customer service performance metrics.
    • Ensuring excellent quality of interaction at various touch points through regular audits.

    Must Have Skills:

    • Outstanding communication and Interpersonal skills.
    • Analytical mindset with ability to identify and track relevant metrics.
    • Attention to detail and ability to multitask.
    • Exceptional Leadership skills.