Head Customer Service

3 days ago

Panchkula, Haryana, India Essvee Services Full time ₹ 5,00,000 - ₹ 6,00,000 per year

Job description

Profile: CS Lead & Operations Head| Location: Panchkula | Experience: 3+ years | Salary: 5-6lpa | Contact: Ritu WhatsApp or Call)

Key Responsibilities

Team Performance & Management

  • Lead, coach, and manage the customer service team to meet or exceed SLA targets for grievance resolution and reporting accuracy.
  • Ensure team productivity expectations are consistently achieved.

Quality & Customer Satisfaction

  • Drive best-in-class customer experiences, increasing CSAT (95%) and NPS (80) scores.
  • Reduce repeat complaints and drive high levels of first contact resolution (FCR 80%).

Process & Workflow Optimization

  • Identify process bottlenecks and implement solutions across grievance handling, refunds, and order management.
  • Achieve 10% quarter-on-quarter reduction in average resolution times and keep errors/escalations below 2%.
  • Lead automation initiatives: minimum one project per quarter.

Reporting & Data Accuracy

  • Ensure timely and error-free reporting and generate actionable insights monthly.

Team Development & Training

  • Enable minimum 4 hours training per team member per month.
  • Promote continuous skill growth and high engagement scores (80%).

Cross-Functional Coordination

  • Collaborate with Warehouse, Finance, Logistics, Production, and Vendor teams to resolve operational escalations and ensure seamless order fulfilment.
  • Foster positive feedback and relationships with all stakeholders.

Strategic Initiatives & Innovation

  • Lead at least two innovation initiatives per year aimed at improving customer experience, process effectiveness, or policy updates.
  • Track and demonstrate tangible positive impact through KPIs.

Desired Profile

  • 5+ years of proven leadership in customer service or operations, preferably in e-commerce, retail, or consumer goods.
  • Track record of delivering exceptional customer satisfaction (CSAT, NPS) and operational results.
  • Strong skills in process improvement, data analytics, and reporting.
  • Experience with automation/digital initiatives is a plus.
  • Excellent communicator with team management skills and high emotional intelligence.
  • Collaborative mindsetadept at working cross-functionally.
  • Strategic thinker with innovative problem-solving abilities.
  • Passion for customer-centricity and continuous improvement.

Benefits

  • Opportunity to impact the customer experience for a leading artisan brand.
  • Dynamic, entrepreneurial work environment.
  • Competitive salary and growth opportunities.

Interested candidates can apply or share their updated CVs at

Current Openings ( Naukri ) :

Current Openings ( LinkedIn ) :

Thanks

Ritu

( WhatsApp or Call )

  • Customer Service Representative

    5 days ago

    Panchkula, Haryana, India Defence Wards Matrimony Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Job Summary:We are seeking a Customer Service Representative to join our team and act as the first point of contact for our customers. The role involves handling inquiries, resolving issues, and ensuring customer satisfaction by providing timely, accurate, and professional support across phone, email, chat, or in-person interactions.Role &...

  • Customer Service Representative

    2 days ago

    Panchkula, Haryana, India Intelliworx Consulting Full time ₹ 2,40,000 per year

    A CSR (Customer Service Representative) for a UK BPO shift is responsible for handling customer inquiries and issues for a UK-based client. This role typically operates during UK business hours but might have to work in rotational shifts . The job involves mainly including voice calls.Key ResponsibilitiesCustomer Interaction: Answer incoming calls, respond...

  • Associate business head

    3 weeks ago

    Panchkula, Haryana, India PW Full time

    Job descriptionWe are looking for Associate Business Head to lead our Ed-tech firm's growth and profitability. In this role, you will be responsible for overseeing all aspects of the business, including sales, marketing, product development, and operations, and driving the P&L of the designated branch.Key Responsibilities:- Develop and implement strategies...

  • Associate Business Head

    3 weeks ago

    Panchkula, Haryana, India PW (PhysicsWallah) Full time

    Job description We are looking for Associate Business Head to lead our Ed-tech firm's growth and profitability. In this role, you will be responsible for overseeing all aspects of the business, including sales, marketing, product development, and operations, and driving the P&L of the designated branch. Key Responsibilities: - Develop and implement...

  • head of sales for packagig industry

    5 days ago

    Panchkula, Haryana, India Amit Engineers Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company DescriptionAmit engineers , manufacturing pp resuable boxes for fmcg,automobile and logistics industry .Role DescriptionThis is a full-time role for a Head of Sales in the packaging industry at Amit Engineers. This is an on-site role located in Panchkula or Mumbai . The Head of Sales will oversee daily sales operations, manage accounts, develop and...

  • 15h Left: Customer Service

    4 weeks ago

    Panchkula, Haryana, India Continental Full time

    Company DescriptionContinental develops pioneering technologies and services for sustainable and connected mobility of people and their goods Founded in 1871 the technology company offers safe efficient intelligent and affordable solutions for vehicles machines traffic and transportation In 2021 Continental generated sales of xe2 x82 xac33 8 billion...

  • Customer Service Associate_Punjab,India

    5 days ago

    Panchkula, Haryana, India Amazon Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    DESCRIPTIONRole: Customer Service AssociateJob Type: SeasonalLocation: Work from Office,Panchkula, India Our mission at Amazon is to be Earth's most customer-centric company, and our award-winning Customer Service team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that's why you'll find we approach...

  • Designation: Customer service Executive

    7 days ago

    Panchkula, Haryana, India T & A Solutions Full time ₹ 96,000 - ₹ 1,20,000 per year

    Posted on -September 21, 2017Designation - Location - Panchkula Experience - Salary - 8k-10k PM Gender - Qualification - Skills - Target Industry - Designation: Customer service Executive. Salary :- 8k-10k PM Location: Panchkula Qualification: Graduate We require a fresher girl with good communication skills for doing...

  • Opening of Customer Service Executive in Panchkula

    7 days ago

    Panchkula, Haryana, India T & A Solutions Full time ₹ 1,50,000 - ₹ 3,00,000 per year

    Posted on -October 11, 2017Designation - Location - panchkula Experience - Salary Gender - Qualification - Skills - Target Industry - Designation – Customer Service Executive Experience – 1 to 2Years Salary – 22K PM Location – Panchkula Gender Preference:Female Requirement – Ms office,c ommunication...

  • Quality Head

    5 days ago

    Panchkula, Haryana, India Fido Pharma Pvt. Ltd. Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    About Us:FIDO is a leading organization committed to excellence, innovation, and sustainability. We pride ourselves on delivering top-tier products and services while maintaining the highest standards of quality and compliance.As we continue to grow, we are looking for a dynamic and experienced Head of Quality to lead our Quality Assurance and Quality...