HR Recruiter at Strategic HR & IT Services
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Manager - Customer Support - KPO (5-8 yrs)
Job Description:
Email Support Level 1 & 2 Desk, Escalation Desk (Grievance/ Service Head desk/ CEO escalations)
Handling of Customer's concern raised through various channels- National Consumer Helpline Portal/ RCAs on Legal Notices.
Partner/Vendor Management - Voice and Email Campaign.
- Driving online resolutions for customers queries and issues
- Planning and strategizing contact center operations/SOP's to ensure service delivery as per industry standards.
- Ensuring quality and training, process compliance.
- Responsible for Strategic Innovation, Process Re-Engineering at Customer experience/ Contact Centre level.
- Handling/ Monitoring Partner Contact Centre Operations and Complaints Management through various channels (400+ seat process).
- Partner /Stake holder Management for Call center Operations.
SLA's compliance
Collaborating with Logistics, Categories and Supply Chain for process re-engineering and implementing policy changes based on customer feedback in order to align with market needs.
CSAT Analysis- Building/Implementing processes/strategies and measurement systems aligned with critical customer KPI's for achieving c-sat.
Customer retention management.
Weekly / Fortnightly / Monthly reviews to dip checkpartner performance as per assigned SLAs.
Review Invoicing as per agreed contract.
Skills Required :-
Experience : 5 to 8 year in customer support
Education
- Sr. Sec. 60% above
- H Sr. Sec. 60% above
- UG:Any Graduate - Any Specialization
- PG:Any Postgraduate
Salary: (company standards)
Industry: KPO/Research/Analytics
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