Head of Customer Service

Company Description

KDM India is committed to democratizing access to premium mobile accessories across the nation, offering a diverse range including TWS earbuds, neckbands, chargers, speakers, and more. Driven by a strong Make in India philosophy, KDM emphasizes quality, innovation, and empowering communities through technology. Our initiatives, such as Har Ghar KDM, aim to bring seamless connectivity and high-quality performance into every Indian household. Recognized with prestigious accolades, KDM stands for freedom, passion, and excellence in product innovation. Our mission is to enhance everyday lives by delivering reliable and state-of-the-art products to millions of satisfied customers nationwide.

Role Description

This is a full-time, on-site role based in Mumbai for a Head of Customer Service. The Head of Customer Service will oversee daily operations to ensure exceptional customer satisfaction and manage a team to deliver a seamless customer experience. Responsibilities include developing customer service strategies, monitoring and analyzing service performance, resolving escalated customer issues, implementing improvements, and ensuring a high standard of customer support across all touchpoints. Collaboration with other teams and maintaining a customer-centric workplace culture are key aspects of this role.

Qualifications

• Proven experience in Customer Service Management and a strong understanding of Customer Service practices
• Skilled in addressing Customer Satisfaction measures and enhancing the overall Customer Experience
• Proficiency in Analytical Skills for assessing customer feedback and operational data to drive improvements
• Excellent communication, leadership, and problem-solving abilities
• Ability to inspire and lead a team to deliver consistent excellence in customer service
• Proficiency in utilizing customer management software or CRM tools is an advantage
• Prior experience in a similar leadership role in the consumer technology or accessories industry is a plus
• Bachelor's degree in Business Administration, Customer Service, or related fields