Head of Customer Service

About Hyugalife

At Hyugalife, we’re on a mission to make India healthier with 100% authentic protein & supplements. We’re building India’s most trusted health & wellness e-commerce platform. With strong backing from investors like Peak XV (Sequoia), we are committed to promoting healthy habits for all Indians.

Role Description:

Location:

Skills and Knowledge

• 5-8 years of experience direct experience in leading customer support teams within Contact Centre Operations (Customer Service, Sales, or Collections)

• Strong oral (speaking, listening, interpretation) and written communication skills. Able to work in an ambiguous, internet-speed environment.

• Absolute passion for ensuring a great customer experience with every case/contact.

• Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand.

Overall responsibilities include:

• Leading a team of 20+ CS associates across email, chat and phone

• Ownership of all contact centre metrics like response times, resolution rates, productivity, etc

• Lease with outsourced agencies to manage personnel and ensure agency productivity

• Be the voice of customer and ensure smooth customer experience

• Improve customer support operations to always provide a great customer support experience.

CS operations:

• Identifying and eliminating barriers to accuracy, productivity, and quality.

• Carrying out supervisory responsibilities by standard policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.

• Communicating policies to associates and becoming the primary information source for staff; following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

• Owning and driving performance metrics with the team, including the use of a Quality Assurance program to "Move the needle"

Project Management:

• Solving complex customer service issues and proactively heading off negative service trends.

• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

• Development, analysis, and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-range goals

• Developing and achieving performance goals and objectives to achieve customer promise expectations.

• Voice of the Customer: Summarizing and providing critical analysis of the top 3 customer issues to be improved on a quarterly review cycles

Employment Type: