
Head Customer Service
4 days ago
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 )
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