Head - Customer Service (15-23 yrs)

Role Overview:

We're looking for a strategic leader to drive continuous improvement, enhance processes, and leverage technology to elevate customer service standards. In this role, you'll lead high-performing teams across multiple channels, implement cultural and operational improvements, and drive excellence in customer interactions.

Roles & Responsibilities:

Strategic Leadership & Team Development:

- Lead and develop an operational team, setting clear and accountable performance measures to enhance overall efficiency.

- Foster a strong, diversified culture and implement processes that align with business goals and customer service excellence.

- Motivate, empower, and engage the customer service team while ensuring continuous skill development through training and performance evaluations.

- Conduct regular one-on-one meetings, leveraging personal development plans to provide training, coaching, and growth opportunities.

Financial & Operational Excellence:

- Manage and take ownership of Profit Centre/Cost Centre Budgets, ensuring financial efficiency while maintaining service quality.

- Implement cost-reduction strategies to lower the cost to serve without compromising customer experience.

- Define, negotiate, and agree on the effective utilization of resources in alignment with service specifications.

Customer Experience & Performance Metrics:

- Drive improvements in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other key customer service metrics.

- Enhance First Call Resolution (FCR) by ensuring prompt and effective action to resolve customer queries.

- Identify new strategies, tools, and technologies to improve customer service experiences and streamline processes.

Sales & Business Growth:

- Drive sales growth through superior service quality, ensuring strong alignment between customer experience and revenue generation.

- Monitor sales impact and service quality on a weekly basis, making data-driven decisions to optimize performance.

Customer-Centric Approach:

- Utilize Customer Insight and Root Cause Analysis to identify, assess, and implement company-wide service improvements.

- Act as the Voice of the Customer, ensuring customer feedback is integrated into strategic decision-making across the organization.

- Champion a customer-first mindset and drive customer service excellence across all touchpoints.

Collaboration & Continuous Improvement:

- Work closely with Product, Tech, IT, Business, and Support Teams to align customer service strategies with overall business objectives.

- Continuously develop and implement improvement initiatives, embedding successful change projects across the organization.

- Drive quality and consistency in service delivery, ensuring a seamless and exceptional customer experience.

Required Experience:

- 15 + years of experience of which minimum of 10 + years should have been in handling large customer service team s

- Fluency in English, Tamil(Mandatory) , and Hindi (preferable)

- Proficiency in MS Office, especially in MS Power point.

- Strong strategic and customer focus with a clear understanding of the wider issues impacting related markets. Proven Management and/or relationship management experience in a senior strategic level role

- Established track record of exceeding target s, KPI's SLA's , in a quality driven & compliant environment

- Strong with data management and analysis, ability to translate raw consumer support data and information into actionable solutions and strategies.

- Demonstrated the ability to identify and automate manual processes to bring in cost effectiveness and improve customer experience. Strong understanding of financial metrics including cost management, budget allocation, call forecasting, and revenue generation.

- Ability to prioritize, manage multiple projects with stringent deadlines, possess strong problem-solving and decision-making skills, work effectively under minimal supervision, and inspire the team

Behavioral:

- Exceptional communication skills, both verbal and written.

- Strong presentation, negotiation & influencing skills Demonstrated ability to motivate and communicate with others at all levels and exhibit interpersonal effectiveness Stakeholder management, a team player who quickly builds trust and collaborative working relationships with teams and business leaders.