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Job Id: 476
Job Title: Head - Customer Service
Industry: Retailing and F&B
Functional Area: ITES / BPO / Operations / Customer Service / Telecalling
Salary: 30 Lac - 40 Lac
Job Location: Mumbai
About the Client

The company is a Diversified conglomerate with business interests in Textiles, Real Estate, Consuler Products, Chemicals, etc.

The group is worth over INR 100 billion in 2012.

Job Description

Role: Head- Customer Service
Reporting : CEO (Retail)
Location: Mumbai
Experience: 15+ years

Job Summary:
This role is to drive a customer centric culture and customer friendly processes in the company through effective implementation of various initiatives through technology and process which can help organization improvise on business performance through customer delight.

To manage the key portfolio of entire customer support operations and delivery which includes end to end management of customer life cycle and effective resolution delivery with increase in customer retention, brand pull and Customer Satisfaction.

Job Profile:
1. To improve, develop, and enhance all customer facing SOPs.
2. To elevate customer service levels with the store operations team to focus on critical customer touch points.
3. To develop the customer complaint management system to reduce customer complaints and to take customer experience to world class standards.
4. To create and operate a customer complaint call center for all current and future stores in Pan India.
5. To develop the In-house Service quality team to enhance and control service quality standards and measurements for all customer touch points.
6. To be responsible for OGM (Online Grievance Management) and handling the grievances.
7. To measure and improve - Customer Satisfaction Index.
8. To ensure quality of in-store service delivery and define tools to measure the same.
9. To identify improvement projects based on the performance on key customer facing parameters
10. To ensure the pre-defined quality and C-sat benchmarks are maintained
11. To develop and monitor infrastructure (existing as well as new stores) and capacity to service customers in terms on timely deliveries, complaints resolution.
12. To standardize Email responses to ensure accurate information is passed on to the customers.
13. To create, launch and manage the customer loyalty programs

Desired Candidate Profile
  • 15+ years of experience in Retail
  • Actively engaged in improving front end Customer Servicce levels in the organization
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