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Customer Service - Head

5.00 to 10.00 Years   Gurugram   03 Jul, 2021
NIKHARV CONSULTANCY Hiring For Leading client of Nikharv Consultancy
Job LocationGurugram
EducationNot Mentioned
SalaryRs 16 - 28 Lakh/Yr
IndustryInternet / E-Commerce
Functional AreaOperations Management / Process Analysis,Customer Service (Domestic)
EmploymentTypeFull-time

Job Description

Hi,We are Nikharv consultancy a leading recruitment firm. We have a urgent opening forPosition Head Customer ServiceLocation GurgaonExp Min 6 YearsCtc Up to 30 LPAPlease make sure candidate should qualify checklist written below:Ques: Is the candidate working in any Consumer Internet firm/ Startups Ques: Share the team size he/she is handlingQues: Does the candidate has Experience in building the team and processes from ground up We are looking to hire a Head of Customer Service / Experience to build the team and processes from ground up.We will be doing both voice and non-voice (chat based) support. If this sounds like you, read on.Position- Head-Customer ServiceResponsibilities: Build the customer service org structure - this includes coming up with the interview processes and protocol, filling the headcount and training the new hires

  • Write and iterate on exhaustive air-tight SOPs and policies to streamline the customer support experience
  • Custodian of NPS. Coordinating with all cross functional stakeholders on action items
  • To manage and innovate customer complaint management system to reduce customer complaints
  • Manage & develop quality team to enhance and control call centre/service quality standards and measurement for all customer touch points
  • Analyse all customer service metrics (e.g. CSAT, FCR) and how the support teams performance affects those KPIs
  • Review and improve CS agents conversations (calls, emails, chat, etc)
  • To measure and improve CSAT
  • To identify, manage & lead CX improvement projects based on performance on key customer facing parameters
  • Identifying training needs based on skills gap analyses, developing group and individual learning courses
  • Contract outside partners as needed and run operations
Profile: You have 6-8 years experience within a Customer Service role, preferably in consumer internet startups, building in-house teams and working with external vendors
  • Customer obsession in everything you do
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You pay strong attention to detail and deliver work that is of a high standard
  • You are a strong team player who can manage multiple stakeholders
  • Strong data analysis skills and experience working on data driven customer success projects
  • Ability to adapt, change and grow quickly as we build the organization
Youll get: Competitive salary and ESOPs
  • Seat on an early stage startup, & learning the ropes of building a business from the ground up - from 0 to 1

Keyskills :
customer servicebusiness developmentexecutive searchscreening resumesscreeningaddress verificationcustomer experiencestaff augmentationconsultancytechnical recruitingtemporary placementpermanent placementapplicant tracking systemscontract rec

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