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Head Customer Service

Hyderabad, Andhra Pradesh

New Era India Consultancy Pvt. Ltd.

Job Description

Customer Service Operations & Service Excellence
a. Responsible for setting up and scaling the Customer Service Operations and Service Excellence
b. To Manage customer service for all the Business Verticals of the company
c. Manage End to End Service Delivery and ensure world class service experience to the clients/Investors
d. To ensure Service Delivery in conjunction with the Service Delivery Managers and Business Unit Heads
e. Timely & accurate Reporting / Management Information analysis - For Clients, Management
f. TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level , Overall MIS
g. Deliver high quality service through all touch points for the Clients/Investors
h. Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations and service operations
2. Customer Service Strategy & Way Forward:
a. To design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry
b. To enhance the Service Reach/Access, collaborating with the respective Business Heads
c. To build and work in tandem with Technology team for scaling up innovative modules for Predictive Customer Behavior and understand the pattern on kind of issues or escalations
d.Client feedback
e. Prompt qualitative response to query from Clients & Customers
f. Manage Dash board of activities in time & take corrective action based on it
3.Team Management Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
4. Optimizing Staff cost & Operational costs

Company Description

Established in the year 1993, New Era has been in the business of understanding talent needs... of different organizations and providing solutions for it. New Era hires consultants with specialization in different domains to provide procurement solutions across all the domains. We have been very fortunate to serve some of the top names of both the IT and the non IT Industry. We provide end to end staffing solutions and help candidates to be placed across Asia, USA and Europe.

New Era also provides Training and Development solutions to our clients which help enriching the performance of their Human Capital. Our training and development initiative ‘TRUTH’ offers complete and measurable ‘Aptitude Development Solutions’ in areas like Leadership Development, Time Management, Corporate Communications, Presentation Skills, Consultative Selling Skills, Marketing Skills etc.

New Era values its Human Capital the most and is totally committed towards providing them with adequate training and development programmes at a regular basis. This helps their grooming and also equips them with the knowledge of the latest Industry practices. We at New Era always follow the 3‘i’s which we believe are the pillars of our success.
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Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
More than ten years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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