Head - Customer Service

For a client of TeamLease Services Ltd
Experience : 10 to 20 Years
Education : BJMC, LLB, BVSc, CA, CS...
Location : Pune(Koregaon Park )
Job Role : Others
Posted on 09 May 19
Job is expired
Job DescriptionLast Date 08 Jul 19

Leading Operations including monitoring & governing the transaction processes of Presales viz social media, chat, emails etc

·         Customer Satisfaction Surveys, Design, roll out, action planning and improvement

·         Customer communications across all channels like call centre, emails, SMS, letters, social media platforms like Facebook, Twitter etc. to be reviewed & measure taken

·         Reviewing operational processes and leading the implementation of process changes in order to ensure higher operational efficiency and optimal resource utilization

·         Maintaining compliance with SLA terms, agreed upon with the clients

·         Providing process and technology feedback to the business to refine policies towards customers

·         Providing behavioral related feedback to the Operations team to ensure governance according to a defined SOP

·         Define & create processes and procedures for Client Services process relating to Customer Service, Sales, Transitions, Capacity Planning

·         Defined processes for Inbound, Outbound, Email, Social Media & Escalations and worked on all the SOPs

·         Defined new processes to reduce cost and improve efficiency

Job Type : Full Time
Company Description
TeamLease Services established in 2002, is one of India's leading human resource service companies in the organized segment. A Fortune 500 company listed on both NSE & BSE markets, with eight offices and 1400 clients across the country. The company at present has about 100,000+ live associates/ trainees spread across the country and have till date given employment to 1.5+ million people with an aim to hire millions more.
Job is expired