Head Customer Service
- WA
- 15 - 20 years
- Hyderabad
- 2 months ago
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Job Description
Role & responsibilities -
Key Responsibilities:
- Develop and implement customer service strategies aligned with the company goals and objectives.
- Set targets for customer service for both B2C and for B2B modes across financial and non-financial sectors
- Lead, mentor, and motivate the customer service team to achieve performance targets.
- Oversee the resolution of customer complaints and issues, ensuring timely and effective solutions. Automate where possible.
- Monitor and analyse customer service metrics to identify areas for improvement.
- Collaborate with other departments to enhance the customer journey and implement best practices.
- Ensure compliance with regulators, company policies, procedures, and regulatory requirements.
- Drive continuous improvement initiatives to enhance service quality and efficiency.
Preferred candidate profile -
- Strong understanding of automated customer service mechanisms
- Very strong team building and management skills
- Ability of understand existing customer service processes and make them better
- Proven experience in a senior customer service role, across multiple industries (preferably customer facing industries like telecom and banking)
- Strong leadership skills with the ability to manage and inspire a large team.
- Excellent communication and interpersonal skills.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficiency in using customer service software and tools.
Job Classification
Industry: Financial ServicesFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Forward GroupLocation(s): Hyderabad
Keyskills: Customer Service Customer Experience Customer Retention Business Development NPS Call Center Operations Bpo Operations TAT Net Promoter Score CSAT
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Forward Group is a leading recruitment firm in India, providing Strategic Recruitment and Business Consulting services to businesses of all size. We also offer a range of added value services, including HR Advisory, Leadership Development services and Sales Growth consulting business.
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