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Head - Customer Service

Randstad India

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profile Job Location:

Pondicherry - India

profile Monthly Salary: Not Disclosed
Posted on: 30+ days ago
Vacancies: 1 Vacancy
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Job Summary

Somekeydeliverablesfortherolewill include

  1. KeyExperienceStrategy

Defineandimplement theGlobalvisionandstrategyforcustomersupportandoperationsthat will beutilisedbyourEMEA APACIndian basedteams

BuildSOPstoensurequick resolution andconsistentexperiencesacrossall touchpoints

  1. TeamLeadership

Leadmentor&scale aglobal teamto50supportagentsteamleads across EMEA& APAC. DefineKPIsrun regularperformancereviews anddriveaccountability

  1. ProcessExcellence&Automation

Identifygapsin the support journeyandfixrootcauses Leveragetoolsandtechnology( chatbotsIVR)forprocessautomation andefficiency

  1. EscalationManagement

Defineimplement strongescalationSOPsandgovernanceforresolutionTATs Directlyhandlecritical issuesimpactingcustomertrustorrevenue

  1. Cross-functionalCollaboration

Work withour Global Tech Marketing& Clinical teamstoresolvesystemicissues Support newlaunchesandinitiativeswith scalablecustomersupportframeworks

  1. Reporting&Insights

Drivedata-ledinsightstoreducecomplaint rates improveCSAT/NPSasrequiredbut at a minimumon amonthlybasis

Publish dashboardsandweekly/monthlysupport reportstoseniorleadership

KeyRequirements

10yearsofexperiencein customersupport with atleast 3yearsin aleadershiprole Experiencemanaginglargein-houseoroutsourcedcustomersupport teams StrongunderstandingofCRMtools(e.g. HubspotZendesk Salesforce) Backgroundin healthcaretech e-commerce orscribeservicesisaplus

Problem-solver customer-obsessed andhighlyexecution-driven

Somekeydeliverablesfortherolewill include KeyExperienceStrategy Defineandimplement theGlobalvisionandstrategyforcustomersupportandoperationsthat will beutilisedbyourEMEA APACIndian basedteams BuildSOPstoensurequick resolution andconsistentexperiencesacrossall touchpoints TeamLeadersh...
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Key Skills

  • Typing
  • Data Entry
  • Customer Service
  • Basic Math
  • Computer Skills
  • Windows
  • Banking
  • Upselling
  • Pricing
  • Sanitation
  • Cash Handling
  • Stocking
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Randstad India
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