Industry Exposure Required –

Someone with 15+ years of experience in Customer care and grievances handling , Customer experience in Education institute or EdTech company
Functional Reporting – Head – Customer Care
IT Knowledge/ Other Competencies – MS Office, Tally, MS Office

Job Responsibilities

• Drafting, implementing, and executing policies and procedures to facilitate a Quality Customer Service Experience.
• Handling a proficient Customer Service team, training and grooming them to resolve customer issues. • Hire, coach, and mentor new joiners.
• Dealing with day-to-day customer queries across various touch points and addressing sensitive customer queries on priority.
• Handling complex customer issues and providing expert assistance to resolve them within defined SLAs.
• Capturing the voice of customers and getting the issues addressed from different touch points within defined SLAs.
• Taking ownership of customer issues raised through multiple sources and getting them resolved (Calls, Emails, social media, center, and other touchpoints).
• Working with a Cross-Functional team. Building synergies to resolve customer issues and fix the gaps.
• Continuously improving SLA and other Customer service KPIs
• Analyzing, Monitoring and publishing regular reports on Customer service performance metrics. • Ensuring excellent quality of interaction at various touch points through regular audits.

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