Head Customer Service jobs in Mumbai, Maharashtra

Job Description

• Develop and implement a comprehensive customer service strategy aligned with the company’s vision and business objectives across India.
• Lead and manage the nationwide customer service team to ensure consistent, high-quality service delivery.
• Establish and monitor service level agreements (SLAs) to ensure timely resolution of customer issues and inquiries.
• Drive initiatives to improve customer satisfaction, retention, and loyalty at a national scale.
• Design and implement customer feedback mechanisms and analytics to identify trends and areas for improvement.
• Collaborate with cross-functional teams including sales, technical support, and logistics to ensure seamless customer experience.
• Standardize customer service processes and protocols across all regions for uniformity and efficiency.
• Manage escalations and critical customer issues with a focus on swift resolution and maintaining long-term relationships.
• Oversee training and development programs to continuously enhance the skills and knowledge of the customer service team.
• Provide regular performance reports and insights to senior leadership for strategic decision-making
• Quality Audits conducted
• Customer Satisfaction: National average CSAT and NPS scores.
• Project Delivery: Percentage of installations completed on time and within budget across all regions.
• Service Efficiency: Average response and resolution time for service requests nationwide.
• Quality Compliance: First-time-right installation rate and reduction in rework instances.
• Safety Compliance: Number of safety incidents reported during installation and service activities.
• Team Performance: Employee productivity metrics, training completion rates, and retention levels.
• Operational Cost Control: Adherence to budgetary constraints and optimisation of resource utilisation.
• Process Standardisation: Implementation status and adherence rates of SOPs across regions.
• Stakeholder Engagement: Feedback scores from key clients, vendors, and internal teams.