Customer Service Executive

Topgear Consultants; Mumbai; On-site; INR 700,000 - 900,000; Full time

Job summary

Topgear Consultants is seeking a contact centre leader to manage the Email channel, drive customer experience metrics, and oversee vendor operations across two centers. The role emphasizes automation projects, self-service options, and rigorous performance monitoring.

The incumbent will focus on improving CSAT/NPS, reducing response times, and driving cost-effective improvements through data-driven action plans and collaboration with finance.

Responsibilities

• Oversee customer experience improvement at the Email channel.
• Monitor CSAT and NPS scores and drive action plans.
• Manage a vendor team of 100+ associates and managers across 2 centers.
• Track TAT, same-day responses, and closure rates for pre- and post-issuance queries.
• Ensure service quality of agents and implement performance management.
• Lead automation projects to enable digital adoption and self-service options.
• Run reports, analyze missed KPIs, and implement efficacy improvements.
• Collaborate with finance for billing and cost optimization.

Job description

Function - Contact Centre Unit

Role Purpose: Managing Email Channel

Key Accountability :

• 1. Customer experience at service touchpoints is of utmost priority in the corporate world.
• Below will be the KPIs matrix:
• - Managing customer service experience at Email channel
• - Customer satisfaction scores (CSAT) and Net promote scores (NPS) will be the key actionables.
• - Managing a vendor team of 100+ associates and managers across 2 centers
• - All operational matrices like, TAT adherence, same day response on queries, same day closure of assignments to be monitored and maintained separately for pre issuance and post issuance queries/requests/complaints
• - Service quality of the agents to be maintained
• - Forecast calculation to avoid dip in service levels and ensuring no MBG
• - Designing incentive structure to drive the team on quick closures as and when reqd
• - Negotiating with vendors on rates and hikes, as and when reqd to save cost
• - Audit parameters to be monitored at regular intervals to ensure no observations
• - Billing process to be monitored
• - Initiate improvement projects and drive efficacy for implemented projects
• 2. Automation projects to enable these key matrices
• - Enabling ease of digital adoption among customers
• - Enabling and promoting self service options for customers
• - Automation projects like email auto response to reduce cost of human agent
• - Run reports & conduct a thorough analysis of the missed KPIs & draw an effective action plan.
• - Apply performance management strategies to ensure better productivity.

Evaluating new vendors and for digital enhancements and closing commercials with finance team