Head of Customer Service Operations

2 weeks ago


Tumakuru, India VRL LOGISTICS LTD Full time

Key Responsibilities:

1. Lead & Strategize:

  • Develop and implement customer care strategies that enhance satisfaction, loyalty, and efficiency across the customer life-cycle.

2. Process Optimization:

  • Continuously refine and streamline customer service processes to ensure quick response times and issue resolution.
  • Endeavor to reduce operational inefficiencies.

3. Technology Integration:

  • Leverage the latest technology and CRM tools to create a smooth, efficient customer service operation.
  • Implement data-driven decision-making for service improvements.

4. Team Development:

  • Manage, coach and motivate a team of customer service professionals, fostering a culture of excellence and customer-centricity.

5. Feedback and Continuous Improvement:

  • Regularly gather and analyse customer feedback to incorporate service improvements and strategic initiatives.

6. Cross-functional Collaboration:

  • Work closely with other departments, such as Operations and IT to align customer care initiatives with overall business goals and ensure smooth communication channels. 


What we are looking for:

  1. Someone holding a Masters’ degree in Business Administration, Communications, or a related field preferred.
  2. Proven experience in a senior customer service or customer care role, ideally in logistics or a related field.
  3. Strong leadership skills with expertise and experience in building and managing high-performing teams.
  4. Familiar with tools, techniques and software, with a deep understanding of how to apply them effectively in a B2B logistics setting.
  5. Excellent communication, problem-solving and organizing skills.


Skills:

  • Strong organizational and time management skills.
  • Excellent written and verbal communication abilities.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.
  • Ability to handle multiple tasks and prioritize effectively and at the same time maintain high level of discretion and confidentiality.
  • Strong problem-solving skills and attention to detail.
  • Ability to work in a fairly ambiguous atmosphere and under minimal supervision.


Addition Information:

  • Fast-paced office environment.
  • Occasional travel may be required.
  • Flexibility to work extended hours as needed.

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