AGM/GM - Customer Care - BFSI/Education (14-18 yrs)

3 weeks ago


Gurgaon, Haryana, India iimjobs Full time
Drafting, implementing, and executing policies and procedures to facilitate a Quality Customer Service Experience.

  • Handling a proficient Customer Service team, training and grooming them to resolve customer issues.
  • Hire, coach and mentor new joiners.
  • Dealing with daytoday customer queries across various touch points and addressing sensitive customer queries on priority.
  • Handling complex customer issues and providing expert assistance to resolve them within defined SLAs.
  • Capturing the voice of customers and getting the issues addressed from different touch points within defined SLAs.
  • Taking ownership of customer issues raised through multiple sources and getting them resolved (Calls, Emails, social media, centres and other touch points).
  • Working with the Cross Functional team. Building synergies to resolve customer issues and to fix the gaps.
  • Continuously improving SLA and other Customer service KPIs Analysing, Monitoring and publishing regular reports on Customer service performance metrics.
  • Ensuring excellent quality of interaction at various touch points through regular audits.

Must Have Skills:

  • Outstanding communication and Interpersonal skills.
  • Analytical mindset with ability to identify and track relevant metrics.
  • Attention to detail and ability to multitask.
  • Exceptional Leadership skills.


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