Customer Experience Manager

Company Brief :

Founded in 2008, Gozoop Group is a leading independent communications company offering 360° integrated solutions for brands and businesses. With a platform agnostic approach and effective blend of strategic, creative and technological services, Gozoop specializes in crafting holistic solutions designed to help brands and businesses win in the new world. A team of over 300+ marketers, Gozoop has partnered with brands such as Dell, Tata Steel, Zee TV, Club Mahindra, Viacom18, Tim Hortons, Olympic Council of Asia and many more to create award-winning and noteworthy campaigns.

HAWK is a new-age customer experience agency focused on ORM, Listening, and Customer Support. We execute omni channel ORM strategies and crisis management, analyze social media feedback, and guide brands through complex customer support challenges. With a disruptive approach towards customer support, HAWK unites the smartest minds with advanced processes and tools to invoke genuine emotions and provide a stellar customer experience. We cater to brands like OPPO Mobiles, Ather, TVS Motors, Harley Davidson, Jio, OLA Cabs, Sony TV and Amazon MiniTV to name a few.

Job Location : Karol Bagh, Central Delhi

Shift: 6 days working

About the role:

We are seeking a proactive and experienced professional to lead our customer service operations. The ideal candidate should have a strong background in customer service industry, a strategic mindset and a passion for delivering exceptional customer experiences.

Roles & Responsibilities : (Including, not restricted to)

• Manage and resolve customer escalations via calls and emails.

• Design and implement customer service processes, including conducting market analysis and process audits.

• Build and lead a customer support team, ensuring timely and effective resolution of feedback across multiple platforms.

• Develop strategies to improve service delivery and customer satisfaction.

• Monitor and report on key performance metrics (TAT, SLA, KPIs) to drive continuous improvement

Ideal Candidate profile :

• 3 to 5 years of experience in customer service operations  Past experience in handling escalations & inbound calls.

• Proven track record in team leadership and performance management.

• Excellent communication and interpersonal skills.

• Understanding of service metrics such as TAT, SLA, KPIs.

• Demonstrated ability to lead and motivate teams to achieve performance goals.

• Strong problem-solving skills with the ability to handle sensitive and complex customer issues.

• Familiarity with contact center operations is a strong advantage.  Analytical mindset with a problem-solving approach

It’s a Work from Office Opportunity

Job Type: Full-time

Work Location: In person