Director of Customer Experience

4 days ago


Vellore, Tamil Nadu, India beBeeCustomerService Full time ₹ 90,00,000 - ₹ 1,20,00,000

**Job Title:** Customer Service Director

We are seeking a seasoned professional to lead our customer support team.

About the Role:
  • This is a pivotal position in ensuring seamless coordination across all divisions to deliver exceptional customer service, manage roadside assistance, handle product complaints, and drive continuous improvement in customer experience.
Main Responsibilities:
  • Lead and manage a 24x7 call center team handling complaints, roadside assistance, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.
Operations Management:
  • Manage third-party vendors to ensure service quality.
  • Collaborate with field teams and dealers to resolve escalations and meet defined KPIs.
Customer Service Strategy:
  • Develop and implement a comprehensive customer service strategy.
  • Maintain and update a centralized knowledge base to support agents.
Crisis Management:
  • Develop and maintain emergency response protocols for service disruptions.
  • Regularly update contingency plans for high call volumes, system outages, etc.


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