Job Description

• Leading the Customer experience for the brand
• Part of the leadership team, reporting into the CEO

About Our Client

Established in 2016, the client is a part of the telecom arm for a large Indian Conglomerate headquartered in Mumbai. Since the establishment of the operations we have made our presence in Tier 1 cities and now targeting to accomplish our mission in other cities too. The company is headquartered at Mumbai with regional offices at multiple locations

Champion the customer throughout the business

Balancing customer needs with business requirements and presenting a compelling case for internal change and improvement

Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes

Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them

Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle.

Financial analysis - Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your expenditure as required.

Planning - To drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience. .

Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company's needs. Training. Ensure continual upskilling in customer services through evaluation, development and training of staff

The Successful Applicant

• 10-15 years of experience in customer experience and customer success role

• Strong understanding of the telecom sector

• Has worked across voice and digital customer service

What's on Offer

The candidate will be responsible for leading the customer service function, setting up best practices and leading a team of strong individuals. The role would be reporting into the CEO and will be a part of the leadership group.

Quote job ref
JN-092022-5752075

Job summary

Function
Sales
Sub Sector
IT & Telecommunications
Industry
Technology & Telecoms
Location
Mumbai City
Job Type
Permanent
Job Reference
JN-092022-5752075