Customer Service Director

3 weeks ago


Mumbai, Maharashtra, India Facxo Technologies Pvt. Ltd. Full time

Job Title: Customer Service Director

Location: Mumbai, India

Role Overview: We are seeking an experienced and visionary Customer Service Director to lead our customer service operations. The ideal candidate will have extensive experience in both voice and nonvoice processes (including chat and email) and a proven track record in managing large teams. This role is critical in driving customer satisfaction and success, ensuring the highest standards of service delivery.

Key Responsibilities:

  • Strategic Leadership: Develop and implement strategies to enhance customer satisfaction, retention, and overall experience across voice and nonvoice channels.
  • Team Management: Lead, mentor, and manage a diverse team of customer service professionals with a focus on achieving high performance and professional growth. Oversee a team of at least 80 people.
  • Operational Excellence: Monitor and analyze key performance metrics to drive continuous improvement in service delivery and operational efficiency.
  • Customer Engagement: Ensure effective resolution of customer issues, leveraging insights to proactively address potential challenges and enhance the customer journey.
  • Cross-Functional Collaboration: Work closely with other departments such as Sales, Product, and Marketing to ensure alignment and integration of customer feedback into company strategies.
  • Process Optimization: Develop and refine processes and workflows to improve service quality and operational effectiveness in both voice and nonvoice channels.
  • Reporting and Analysis: Prepare and present regular reports on customer success metrics, team performance, and operational achievements to senior management.

Qualifications:

  • Experience: 8-14 years of experience in customer service with significant expertise in both voice and nonvoice processes (chat and email).
  • Leadership: Proven track record in managing large teams (minimum of 80 people) with a demonstrated ability to drive team performance and engagement.
  • Skills: Strong leadership, communication, and interpersonal skills. Ability to analyze data and metrics to drive decision-making and process improvements.
  • Education: Bachelor's degree in Business Administration, Management, or a related field. Advanced degrees or certifications in customer service management are a plus.


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