Job Description
Head Service Operations
- We are looking for people with 10-15 years' experience in Customer service Operations.
- Experience of setting up installation, service network, warranty compliance, Technical Support, feedback system with customer metrics to enhance customer experience.
Job Responsibilities :
1. The person will be responsible for creating a network of Installation and Service PAN India.
2. Manage a large team of Technical Support, Field support, Spare part management and customer service teams in building Customer delight.
3. Build SOP's, create and implement policies, process and manage warranty. Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
4. Improve customer service procedures, policies and standards.
5. Manage vendor relationships.
6. Liaise with an organization's marketing, sales and advertising units to analyze customer feedback and develop programs effective for improved customer experience.
7. Handled a large team
8. Work and strengthen alignment and service performance levels with leaders, Product management teams, Third-party product management teams as needed to ensure the team is well armed to resolve complex issues
+. Define and work on both long-term strategies and short-term/immediate workforce needs.
10. Review performance of team and conduct coaching with team leads and front-line employees.
11. Monitor individual performance and deliver timely and constructive feedback to team members
- We are looking for people with 10-15 years' experience in Customer service Operations.
- Experience of setting up installation, service network, warranty compliance, Technical Support, feedback system with customer metrics to enhance customer experience.
Job Responsibilities :
1. The person will be responsible for creating a network of Installation and Service PAN India.
2. Manage a large team of Technical Support, Field support, Spare part management and customer service teams in building Customer delight.
3. Build SOP's, create and implement policies, process and manage warranty. Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
4. Improve customer service procedures, policies and standards.
5. Manage vendor relationships.
6. Liaise with an organization's marketing, sales and advertising units to analyze customer feedback and develop programs effective for improved customer experience.
7. Handled a large team
8. Work and strengthen alignment and service performance levels with leaders, Product management teams, Third-party product management teams as needed to ensure the team is well armed to resolve complex issues
+. Define and work on both long-term strategies and short-term/immediate workforce needs.
10. Review performance of team and conduct coaching with team leads and front-line employees.
11. Monitor individual performance and deliver timely and constructive feedback to team members
💡 Quick Summary
Seeking a career-building opportunity? The Head | Service Operations | eCommerce|Manufacturing Firm |10|15 yrs position is now open for candidates interested in the BPO Jobs sector. This role in New Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
