Head of Customer Service

Urgent Opening for a Customer Service Head Role with a leading Logistics brand @ Mumbai.

Experience- 10Yrs + Experience in Customer Services & Experience Team.

Location:- Mumbai.

Budget- 30LPA- Decent Hike on last CTC

1. Job Purpose

The Head of Customer Service is responsible for leading and overseeing the customer service department to ensure high-quality customer experiences and satisfaction. This role involves developing service strategies, improving support systems, managing a team of customer service professionals, and collaborating with other departments to ensure a consistent and seamless customer journey.

1. Key Responsibilities Areas

Responsibility

Supporting Action

SAP Management

• To ensure that the team updates the client database every day
• To ensure accurate execution of orders daily

CRM Management

• To review CRM Statistics monthly to understand the usage of CRM by employees
• To provide training to new as well as existing CRM users associated with the company
• To develop and review the CRM user manual as and when required

Technical Support

• To manage the customer code creation activity daily
• To execute and fulfil customer orders daily
• To manage any query related to CRM or SAP (arising from internal as well as external company sources)

Report and Analytics

• To review the sales order fortnightly
• To prepare and review the Ad-hoc reports and provide them to the different departments within the company as per requirement
• To ensure monthly review of CS SOPs to ensure the system is in place

Team Management (Training)

• To ensure positive and impactful team monitoring
• To provide training to new employees
• To provide refresher training to employees once a quarter

1. Required Skills and Abilities

• Attention to detail
• Managerial and Leadership Skills
• Communication and Interpersonal skills
• Knowledge of SAP (Added Advantage)
• Ability to multi-task, prioritize, and manage time effectively
• Complete knowledge of MS – Excel (Advanced), Word, and PowerPoint

Interested candidates please respond @ deepak.5@taggd.in