Customer Experience Head Job Description

Experience 4 - 6 years

Location Ludhiana , Punjab

Salary Package 2,00,000 - 5,00,000 P.A.

Positions 1

Job Title Customer Care Head

Job Description

 Handling customer complaints and resolving issues that employees are not authorized to handle
on their one.
 Supervising employees and providing additional training and coaching as needed to ensure
everyone is performing their job properly.
 Manages schedules, monitors adherence, time-off planning, and attendance
 Strategize and implement continuous process improvements which results in Quality and cost
efficiency
 Managing 100% compliance, process adherence and Team Targets
 Ensures that Associates have a clear understanding of the performance and behavior criteria
and how it impacts site performance and the overall Seller experience.
 Demonstrates excellent time-management skills and the ability to work independently while
using departmental resources, policies and procedures.
 Manages performance and behavior of Executives through effective meetings, coaching, and
mentorship.
 Reviews and analyzes performance metrics to identify areas of opportunity that will drive
performance improvement.
 Filling in for absent employees as needed to ensure smooth operation of business.
 Relationship Management across all levels in Customer organization.
 Service Review & SLA Management by making a feedback system from the customers
 Keep accurate records and document customer service actions and discussions
 Analyze statistics and compile accurate reports
 Improving CSAT score
 Communicating Courteously with customers by telephone, email, letter and face-to-face.
 Providing help and advice to customers using your organisation's products or services.
 Investigating and solving customer's problems, which may be complex or long-standing
problems that have been passed on by customer service assistants.
 Issuing Refunds or compensation to customer.
 Meeting with other managers to discuss possible improvements to customer service.
Who You Need To Be?

 6 - 10 years of team handling experience

 Strong interpersonal and communication skills with the ability to communicate effectively to a
wide range of constituencies in a diverse environment
 Demonstrates ability to analyze data, using the data to drive decision making
 Easily approachable, cooperative, and a team player, easily gains the trust and support of
Associates and peers
 Demonstrates effective, clear and professional written and oral communication
 Strong prioritization and time management skills, with a high degree of flexibility
 Ability to embrace constant change with flexibility and good grace
 Demonstrate appropriate sense of urgency and adaptability in response to changing business
needs

Please share your resume at careers@dularidigital.in & also share below details :-

Name of Candidate -

Name of company -

Experience:-

CTC

Expected CTC

Joining Time

Notice Period (Officially)

Industry: Digital Print Industry

Functional Area: Customer Care and Service Level

Role Category: Management and Service

Role: Manager

Employment Type: Permanent Job, Full Time

Keyskills

Soft Skills, Time Management Skills and Customer Handling Skills

Qualification :

Degree in B.E/B.Tech/ BBA / MBA or relevant fields .

Company Profile:

Dulari Digital Photo Services Pvt Ltd is a 20 years old company with one of the largest groups into
wedding album printing business in India and have been pioneer to introduce latest technology in India
in the same industry. We are looking to expand our presence in the industry and are looking for
energetic and career oriented individuals to join our organisation.