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Head of Customer Service

2 months ago

Mumbai Metropolitan Region, India Impact HR Services (Recruitment, Resume Writing, LinkedIn Optimization, Career & Interview Guidance) Full time

We are a leading, professionally managed Recruitment organization engaged in placements with MNC & Indian Enterprises across diverse verticals. We recruit senior management professionals across functions and across India.

Our clients are a leading Retail Solutions organization serving market leaders in more than 24 countries across the globe. For their growth plans, they are looking for a highly competent individual heading Customer Support on The Company’s new Ecommerce Management Systems.

Our clients are looking for accomplished Engineers/ Master’s in Computer Applications with 10-15 years of experience, in Software Customer Support of which at least 4 years in managing support of Cloud Applications.

• A good exposure to Webservices, REST API, Java, Spring Boot, Microservices and MySQL.

Job Role:

The individual is responsible for providing exceptional customer support on the Company’s e-commerce Management System.

The role involves leading, recruiting, and managing skilled L1/ L2 engineers and cloud operations teams in a 24x7 global technical support environment.


Key Responsibilities

• Developing and implementing SLA-compliant processes.

• Preparing and delivering training plans and performance evaluations.

• Handling customer escalations and assuming ownership of the customer experience.

• Following up with customer satisfaction surveys.

• Participating in cross-functional projects involving the Company's products or services.

• Serving as a liaison between technical and business perspectives of customer engagements.

• Identifying and learning software features supported by the organization.

• Handling product-level software fixes, including installation and upgrading.

• Developing FAQ and Knowledge Base articles for problem resolution.

• Managing internal and external communications.

• Participating in support and maintenance sales cycle.

• Working with senior and top management on support and maintenance-related questions.

• Handling project risks and escalations from customers.

• Implementing e-commerce Best Practices