Urgent requirement for Customer care head

3 weeks ago

surat, India Paradise Placement Consultancy Full time

Job Description:

1 Giving the best services to internal and external customers for a long term tie up with them. Take ownership of interanla and external customer's issues and troubleshoot them through a befitting solution in a timely manner. . Create customer satisfaction goals and achieve them by making a harmonious coordination with the team on a steady basis.
2 Recruiting, mentoring and developing customer service agents and nurture an environment where they can excel oneself through encouragement and empowerment . Keeping an accurate check on records and documents of customer's service actions and discussions . Also analyse the statistics and compile the reports unerringly.
3 Able to infuse more and more technology to the department. eg (IVR , CRM , ticket system , etc)
4 Discussions with other members of the organisation about their point of view for the need of improvement by considering their views for the department . To implement feedbacks in the best interest of the company
5 To Learn and motivate your team to learn about organisation's products or services and stay up to date with the changes implemented
6 Form a habit of reading relevant journals, going to meetings and attending courses to lead the department for customer services. Stay up-to-date with the industry's techniques and methods.
7 Monitor the service quality by conducting sample checks through different communication mediums . To design MIS reports for the team and updating it on a regular basis with the objective of continual improvement
8 Co-ordinate / Initiate / design and manage customer service projects and initiatives.
9 Responsible for Knowledge Base Management for the organization with objective of providing more clarity on the systems of the organisation
11 Accountable for all text messages going out from the organisation to clients regarding various services and dealing with various message vendors in the best interest of the company
12 Reposnsible for high uptime of telephone lines along with planning back up for these telephone lines. To design / develop sop's and policies for telephone line management .
13 Responsible for execution IVR system in the organisation . Get the system updated on timely basis and making it most useful for internal and external customers
14 To make sure our inhouse back office ( comet) operates smoothly and need to cordinate with the developer with the objective to resolve querry as soon as possible . To make plans for the new development of back office concurrently
15 Accountable for all text emails going out from the organisation to clients regarding various services and dealing with various email vendors in the best interest of the company
16 Aligning the process and systems of department with compliance as and when needed and asked for
17 Providing data during inspections and audits or whenever it is demanded.
18 To get updates of all processes and systems of broking industry pertaining to Customer Care operations by maintaining immediate touch with intermediaries and broker fraternity on regular basis.
19 To Design/Refine and regulary update SOPs (physical documents) of every process or system based on the poilicies related to department.
20 To follow and abide organogram structure and organisation policies for overall growth
21 To manage courier services in the organisation in the best interest of the compnay . To become one point of contact for all courier services .

Key Skills :

Recruitment Mentoring Ivr Sop Customer Care Customer Relationship

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