Ekfrazo Technologies - Manager - Customer Service (5-7 yrs)

The Service Excellence Manager is responsible for designing, governing, and continuously improving the customer service experience across multiple channels.

The role involves journey mapping, grievance monitoring, analytics, and stakeholder management to ensure service excellence.

Key Responsibilities:

Service Experience Design & Governance:

- Develop and implement service experience strategies across all customer touchpoints.

- Ensure consistent service quality standards across multiple channels (digital, voice, in-person, etc.

- Design service frameworks, policies, and governance models to maintain high service standards.

Journey Mapping & Customer Experience Optimization:

- Conduct end-to-end customer journey mapping to identify pain points and improvement areas.

- Collaborate with cross-functional teams to enhance customer interactions and engagement.

- Implement feedback mechanisms to improve service design based on customer insights.

Grievance Monitoring & Continuous Improvement:

- Establish a structured grievance redressal framework and ensure timely resolution.

- Analyze customer complaints, identify trends, and drive initiatives to reduce recurring issues.

- Work with product and operations teams to develop preventive measures for service failures.

Reporting & Analytics:

- Generate executive-level reports and dashboards for key service metrics.

- Leverage data analytics to track service performance, customer satisfaction, and operational efficiency.

- Present insights and recommendations to senior leadership for strategic decision-making.

Omnichannel Service Management:

- Ensure seamless service delivery across multiple platforms (call centers, web, mobile, social media, chatbots, etc.

- Drive the adoption of omnichannel tools and technologies for improved service quality.

- Work closely with IT and product teams to enhance digital service capabilities.

Stakeholder & Vendor Management:

- Engage with internal and external stakeholders to align on service excellence goals.

- Manage relationships with service vendors, technology providers, and outsourced partners.

- Collaborate with marketing, operations, and product teams to align service strategies with business objectives.

Required Skills & Qualifications:

- Bachelor's/Master's degree in Business, Customer Experience, or a related field.

- 5+ years of experience in service quality, customer experience, or process improvement.

- Strong knowledge of omnichannel service tools and CRM platforms.

- Proficiency in customer journey mapping and service design methodologies.

- Excellent analytical skills with expertise in reporting and data visualization tools.

- Strong problem-solving and decision-making abilities.

- Experience in governance, compliance, and service audits.

- Outstanding communication and stakeholder management skills.

Preferred Qualifications:

- Experience in BFSI, Telecom, E-commerce, or other service-driven industries.

- Certifications in CX (Customer Experience) or Quality Management (e., Six Sigma, COPC, ITIL).

- Exposure to AI-driven customer service technologies.