Head Customer Service

Profile: CS Lead & Operations Head| Location: Panchkula | Experience: 3+ years | Salary: 5-6lpa | Contact: Ritu - 9990744966 (WhatsApp or Call)

Key Responsibilities

Team Performance & Management

• Lead, coach, and manage the customer service team to meet or exceed SLA targets for grievance resolution and reporting accuracy.
  
• Ensure team productivity expectations are consistently achieved.
  

Quality & Customer Satisfaction

• Drive best-in-class customer experiences, increasing CSAT (95%) and NPS (80) scores.
  
• Reduce repeat complaints and drive high levels of first contact resolution (FCR 80%).
  

Process & Workflow Optimization

• Identify process bottlenecks and implement solutions across grievance handling, refunds, and order management.
  
• Achieve 10% quarter-on-quarter reduction in average resolution times and keep errors/escalations below 2%.
  
• Lead automation initiatives: minimum one project per quarter.
  

Reporting & Data Accuracy

• Ensure timely and error-free reporting and generate actionable insights monthly.
  

Team Development & Training

• Enable minimum 4 hours training per team member per month.
  
• Promote continuous skill growth and high engagement scores (80%).
  

Cross-Functional Coordination

• Collaborate with Warehouse, Finance, Logistics, Production, and Vendor teams to resolve operational escalations and ensure seamless order fulfilment.
  
• Foster positive feedback and relationships with all stakeholders.
  

Strategic Initiatives & Innovation

• Lead at least two innovation initiatives per year aimed at improving customer experience, process effectiveness, or policy updates.
  
• Track and demonstrate tangible positive impact through KPIs.
  

Desired Profile

• 5+ years of proven leadership in customer service or operations, preferably in e-commerce, retail, or consumer goods.
  
• Track record of delivering exceptional customer satisfaction (CSAT, NPS) and operational results.
  
• Strong skills in process improvement, data analytics, and reporting.
  
• Experience with automation/digital initiatives is a plus.
  
• Excellent communicator with team management skills and high emotional intelligence.
  
• Collaborative mindsetadept at working cross-functionally.
  
• Strategic thinker with innovative problem-solving abilities.
  
• Passion for customer-centricity and continuous improvement.
  

Benefits

• Opportunity to impact the customer experience for a leading artisan brand.
  
• Dynamic, entrepreneurial work environment.
  
• Competitive salary and growth opportunities.

Interested candidates can apply or share their updated CVs at

essveeconsultant2@gmail.com

Current Openings ( Naukri ) :

https://www.naukri.com/essvee-consultant-jobs-careers-123488705

Current Openings ( LinkedIn ) :

https://www.linkedin.com/company/essvee-consultants/posts/

Thanks

Ritu

9990744966

( WhatsApp or Call )