AGM - Customer Delight

6 days ago

Delhi NCR, India Randstad Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

AGM - Customer Delight, you will be a critical leader responsible for overseeing and transforming the entire customer service and experience function. You will lead the team and strategy to not only resolve issues efficiently but to proactively create delightful experiences for our customers.

Key Responsibilities

Customer Service Leadership & Resolution:

  • Supervise and Lead the customer service team, ensuring high performance, motivation, and adherence to service standards.
  • Establish, monitor, and enforce strict turnaround times (TATs) for all customer complaints and service requests.
  • Coordinate effectively with various Department Heads (e.g., Operations, Sales, Product) to ensure seamless and rapid cross-functional resolution of all customer issues.
  • Manage critical escalations, bringing high-priority and systemic issues to senior management's attention promptly with recommended solutions.
  • Expertly handle and resolve interactions with highly irate or complex customers, employing exceptional politeness, empathy, and tactical conflict resolution skills.
  • Ensure consistent and professional communication with customers across all channels, including email, phone, and in-person interactions.

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