Job Title

GM – CUSTOMER SERVICE

Core Competencies

Knowledge:
CRM, PROCESS AUDIT, CALL CENTER MANAGEMENT, CUSTOMER TOUCH POINT ANALYSIS.

Skills: 
ABILITY TO WORK ACROSS FUNCTIONS AND DELIVER RESULTS THROUGH THEM, DEAL WITH IRATE PAX.

Attitude:
SOLUTION ORIENTED, ANALYTICAL, FACT BASED.

Experience/ Qualifications

MBA (preferable), Bachelors from a Good College a MUST.

Must have worked IN THE Customer Service department for a service sector sales organization ( Airline/Mobile / Telecom / Banks/Insurance / Hotels etc) for at least 3 years in the past 5 years.
Total experience of at least 8 – 10 years.

Job Responsibilities

1. Ensuring overall quality of customer service across key touch points
2. Auditing service levels across touch points
3. Standardizing Processes across locations and departments
4. Customer engagement program – development and implementation
5. Monitoring SLA (internal and external providers) parameters
6. Improve processes and procedures to reduce response time to customers
7. Providing mentoring and guidance to all customer service personnel
8. Reporting, Monitoring and Continuous Quality improvements

Package

Rs 14 to 18 lakhs CTC

Reporting To

CCO