Sr. Manager- Customer Service (with a leading manufacturing company)

Contract Type
Rani Swati
Academic title
Bachelor of Education
This position is archived.
This position is archived.
Job description
  • End to End ownership of the customer service function- team, processes, call centre, technology, KPIs and budget.
  • Build deep understanding of the consumer journey, issues and their behaviour when they seek service from the Brand.
  • Develop dashboards to present, analyse and continuously improve customer service metrics
  • External benchmarking of innovations and lead automation with new technology upgrades with tech partners
  • Use Data to be the voice of the consumer within organization to highlight issues to management
  • Identify opportunities of data integration across platforms (email, whatsapp, website, call and offline stores) to drive a seamless unified service experience for consumers.
  • Manage directly a team of customer service manager and 10 + agents
  • Ownership of training of call centre team.
  • Manage stakeholders across Marketing, Supply chain and Sales functions.
  • Drive Compliance with legal policies on consumer data privacy
  • Min- 4-8 years of experience in Customer support with any Product based D2C Brand.
  • Graduate
Other notes
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This position is archived.
This position is archived.