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Head - Customer Support & Excellence

12.00 to 20.00 Years   Noida, Chennai, Hyderabad, Gurugram   09 Jun, 2022
WHITESLIPS GLOBAL SERVICES PRIVATE LIMITED
Job LocationNoida, Chennai, Hyderabad, Gurugram
EducationNot Mentioned
SalaryRs 30 - 42 Lakh/Yr
IndustryBanking / Financial Services
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Responsibilities :- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys- To be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints.- Create and implement an analytics strategy for best-in-class service delivery.- Develops and implements training and quality assurance programs for new hires and experienced employees.- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.- Encourage problem-solving, strategic thinking and customer-orientation amongst the team- Drafts and implements the departments budget.- Performs other related duties as assigned.Requirements :- University graduate/PostGraduate in Business, Operations Management or Finance, with over 10+ years relevant experience- Excellent communication and interpersonal skills.- Have proven experience in setting up the process.- Excellent interpersonal and customer service skills.- Strong supervisory and leadership skills. Strong background in leading customer excellence teams in the fintech/ finance sector.

Keyskills :
leadershipservice deliveryprocess excellencecustomer service operationscustomer service

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