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Job Id: 552
Job Title: Customer Relations - Head
Industry: Business Services
Functional Area: ITES / BPO / Operations / Customer Service / Telecalling
Salary: 12 Lac - 18 Lac
Job Location: Mumbai
About the Client

Our client is a leading ISO 9001:2008 certified, Total Security Solutions group offering bespoke security and safety solutions to thousands of customers across the world and employs over 93,000 trained human capital assets.

Job Description

1. To head our PAN India Customer Care department
2. Should have worked in an aggressive and hi-speed work environment
and in organizations having multi-locational offices
3. To belong to organizations that have been dynamic and having annual turnovers of INR 250 crores +
4. Providing quality customer service should be able respond positively and quickly to the customer concerns and corrects the potential problems before they affect customers.

5. Will be is responsible for contacting all C1 clients every month, all C2 clients once in two months and all C3 clients once in three months for establishing, building and maintaining a rapport with all clients.
6. Will be responsible for conducting a comprehensive survey through a structured questionnaire for all clients once every 7 months. Therefore, one region will be covered each month.
7. Customer Care will be responsible for distribution of all external communications to our existing clients such as the Corporate Brochures and other new developments that need to be communicated from time to time.
8. will be responsible for strengthening brand loyalty of the Company with all existing clients
9. Will be responsible for strengthening customer relations through goodwill gestures such as Birthday Greetings, Anniversary Greetings, etc.

10. The General Manager-Customer Care is wholly responsible for retaining all India customers through regular bonding and customer loyalty exercises, looking after the customers interests and increasing their trust on the Company brand and service standards.
11. Will be responsible for retaining customers who have threatened terminations from their end for service issues such as rates, Guard Board Issues, etc. and inform the same to the CH – Service for necessary action.
12. Will be responsible for regaining lost customers through various CR efforts.
13. Customer Care will be responsible for auditing of the services provided to various customers and try to improve the satisfaction level of such customers.
14. Customer Care on the basis of CPAR’s of the affected customers will monitor results of improvement. The unattended customer or dissatisfied trend will again be renewed with a stronger force or alternatively a new methodology will be adopted for satisfying the customer and improving the short-coming.
15. Ensures all team members are trained, motivated and empowered to deliver total customer satisfaction. Evaluates each employee’s ability to maintain high levels of customer satisfaction

Desired Candidate Profile

10+ years in Customer Service in Security, logistic, courier or any of the service industry.

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