Head Customer Service & Experience

Role & Responsibilities : Preferred Female Candidates.

Customer Service Strategy & Leadership:

• Develop and implement customer service strategies that align with Bijlipays goals and objectives.
• Lead, mentor, and manage the customer service team to ensure consistent and high-quality service delivery.

Customer Experience Enhancement:

• Design and oversee initiatives to improve the end-to-end customer journey, enhancing overall customer satisfaction.
• Identify pain points and areas for improvement through customer feedback, data analysis, and industry benchmarking.

Team Management & Development:

• Build and lead a high-performing team of customer service professionals.
• Provide coaching, training, and development opportunities to enhance team performance.
• Set performance metrics, monitor KPIs, and ensure the team meets service-level agreements (SLAs) and key targets.

Issue Resolution & Escalation Management:

• Oversee the handling of escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze recurring problems, develop proactive solutions, and communicate feedback to relevant internal stakeholders for continuous improvement.
• Implement strategies for reducing response times and improving first-contact resolution.

Process Improvement & Technology Integration:

• Drive initiatives to optimize customer service processes,reduce inefficiencies, and improve service outcomes.
• Leverage technology (CRM systems, AI chatbots, etc.) to automate routine inquiries and provide more personalized customer interactions.
• Stay up-to-date with industry trends and innovations in customer service and experience management.

Data Analysis & Reporting:

• Use customer data and analytics to measure satisfaction levels, identify trends, and make data-driven decisions.
• Prepare and present reports on customer service performance, key metrics, and customer satisfaction results to senior management.
• Implement tools and strategies for capturing real-time customer feedback and sentiment.

Compliance & Risk Management:

• Ensure customer service operations comply with relevant legal, regulatory, and security standards.
• Manage customer data privacy in alignment with internal policies and regulatory requirements.

Interested candidates share your updated resume to kamal@bijlipay.co.in.