- Lead the end-to-end Customer Delight function across Calls, Email, Chat, Social Media, and other customer touchpoints, ensuring a seamless and exceptional customer experience.
- Build and nurture a customer-first culture by driving ownership, empathy, accountability, and service excellence across the Customer Delight team.
- Own key customer success metrics including CSAT, NPS, Customer Retention, First Response Time, Resolution Time, SLA adherence, and overall service quality.
- Lead, mentor, and develop a high-performing Customer Delight team, fostering continuous learning, performance excellence, and future leadership capabilities.
- Establish and monitor team KPIs, SLAs, and operational dashboards to drive productivity, quality, and customer satisfaction.Manage critical customer escalations with urgency and professionalism, ensuring timely resolutions while strengthening long-term customer relationships.
- Analyze customer feedback, support trends, and operational data to identify improvement opportunities and proactively enhance the customer journey.
- Partner closely with Product, Engineering, Operations, Marketing, Sales, and Logistics teams to resolve recurring issues and improve products, processes, and customer experience.
- Design, optimize, and scale customer support operations by implementing best practices, SOPs, automation, and technology-driven solutions to improve efficiency.
- Provide strategic customer insights to leadership, leveraging customer data and market feedback to influence business decisions, product innovation, and organizational growth.
Job Type: Full-time
Pay: ₹1,500,000.00 - ₹2,000,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Education:
Experience:
- Technical support: 10 years (Preferred)
- total work: 10 years (Preferred)
- Customer service: 10 years (Preferred)
Language:
- English (Preferred)
- Tamil (Preferred)
Work Location: In person
