Lead - Customer Engagement

7 days ago


Bengaluru, India Akshayakalpa Organic Full time

Responsibilities:

Leadership & Strategy:

  • Develop and implement customer engagement strategies that align with the company’s goals and objectives.
  • Lead, mentor, and manage the customer engagement team, fostering a culture of excellence and continuous improvement.


Operations Management:

  • Oversee daily customer service operations, ensuring high-quality service delivery across all channels (phone, email, chat, social media).
  • Analyze service metrics and customer feedback to identify trends, areas for improvement, and opportunities for innovation
  • Meet the SLAs and other metrics set as targets as part of management reviews


Customer Experience Enhancement:

  • Develop and implement customer service training programs that emphasize best practices and the use of technology.
  • Monitor and assess customer satisfaction through surveys, feedback, and service analytics, take proactive measures to enhance customer experience.
  • Lead the development, implementation, and optimization of chatbot technology to improve customer engagement and operational efficiency.


Technology enablement

  • Study various tasks undertaken by the team to evaluate possible automation
  • Work with both internal and external technology teams to build all the tech tools required to automate operations to the maximum possible extent
  • Explore the best practices followed in the market in terms of technology and processes and see how we can implement it


Collaboration & Communication:

  • Work closely with other departments (e.g., Sales, Marketing, Technology, delivery ) to ensure a cohesive approach to customer engagement and support.
  • Communicate effectively with stakeholders, providing updates on performance, initiatives, and strategic plans


Team Building

  • Build a team and culture that aligns with Akshayakalpa's Vision, values and culture
  • Hire, retain and train employees. Wok with HR team to ensure regular appraisals, feed back and recognition
  • Run various employee engagement activities working closely with HR
  • Build a spirit of collaboration among team members
  • Work on upskilling the team to enable them to take up more value-added roles


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