Deputy General Manager - Customer Care (18-25 yrs)

Key Responsibilities:

1. Customer Experience Centre Management:

- Oversee end-to-end operations of the Customer Experience Centre, ensuring the availability of necessary resources and tools for high-quality customer service delivery.

- Ensure seamless customer experiences through effective communication, strategic planning, and efficient execution.

2. Service Levels and Standards:

- Monitor and ensure the achievement and maintenance of agreed-upon service levels and standards.

-Develop, implement, and regularly update customer care policies and procedures to align with business needs.

3. Team Leadership and Development:

-Lead, mentor, and manage the customer care team, fostering a culture of excellence and customer-centricity.

- Identify training and development opportunities to enhance team performance and capabilities.

4. Process Optimization:

- Regularly review and refine customer care procedures and processes to ensure they meet evolving customer and business demands.

- Identify areas for improvement within the customer service domain and implement actionable solutions to address these gaps.

5. Reporting and Data Analysis:

- Prepare and analyze detailed reports on departmental performance, including complaints, emails, and correspondence on a daily, weekly, and monthly basis.

- Leverage data insights to inform decision-making and optimize customer care strategies.

6. Customer Relationship Management:

- Build, retain, and expand customer relationships through marketing, telephone, email, and other inside-based means.

- Align company and partner resources to maximize revenue, enhance customer satisfaction, and deliver a consistent experience.

7. Strategic Initiatives:

- Develop and communicate effective customer engagement strategies to improve satisfaction and loyalty.

- Lead change management initiatives to drive innovation and adaptability in customer service delivery.

Qualifications and Skills:

- Minimum of 18 years of relevant experience in customer care.

- Proven expertise in strategic planning, change management, and leadership.

- Strong analytical and problem-solving skills with a data-driven approach.

- Excellent communication and interpersonal skills.

- Ability to develop and implement policies, procedures, and process improvements effectively.

- Customer-focused mindset with a strong commitment to driving satisfaction and loyalty.

- Proficiency in customer relationship management (CRM) tools and other relevant technologies.