Customer service- Executive

MLL Mobility Pvt Ltd subsidiary of Mahindra Logistics Limited; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

A mobility service provider in Mumbai is seeking a Customer Service Executive to lead a centralized control tower for operations. This role includes managing technology platforms and overseeing B2C call center services. The ideal candidate will possess strong leadership and problem-solving skills, with experience in call center management and financial analytics. This position is essential for enhancing productivity and ensuring exceptional service delivery to corporate clients.

Qualifications

• Experience in call center management, particularly overseeing on-call services.
• Strong data analytics and financial management skills.
• Proven experience in business partner management for on-call vehicles.

Responsibilities

• Lead the centralized control tower for mobility.
• Manage technology platforms and ensure their adoption within the team.
• Oversee the call center operations for B2C services.

Skills

Call center management

Data Analytics

Financial Management

CRM management

Leadership

Job description

Customer Service Executive - Mumbai

This role involves leading a centralized control tower for mobility, managing technology platforms, and overseeing the call center for the Cab service of B2C operations. The incumbent will be responsible for finding new digital avenues for increased productivity, managing control tower tasks, and ensuring exceptional service delivery. Strong leadership, problem-solving, and communication skills are essential for this role to support a seamless travel experience for corporate clients.

Responsibilities:

• Incumbent is responsible for leading centralized control tower for mobility.
• This role will also be responsible for managing technology platforms for EMS and ensure its 100% adoption within the vertical as per defined timelines.
• The role manages the call center for the Cab service of the B2C operations.
• Finding newer avenues and platforms of digitization leading to better productivity and providing cutting edge advantage is an important part of the role.
• This role is responsible for ensuring management of control tower tasks for mobility, act like the light house and flag deviations is any on priority to operations team.
• Team engagement and business partner management are crucial to the role.
• Will be responsible for process management and improvement for the Control tower and also better productivity norms.
• To oversee the operations on-call B2B booking operations and B2C airport operations, manage day-to-day activities, ensure exceptional service delivery, and collaborate with cross-functional teams to meet client expectations.
• To deliver strong leadership, problem-solving, and communication skills to support a seamless travel experience for corporate clients.

Requirements:

• Call center management On call Management.
• Data Analytics & Financial Management.
• Business Partner management for Oncall vehicles.
• CRM and customer satisfaction scores management.
• Should be commercially driven with full understanding of business dynamics.
• Good leadership qualities to manage a team and motivate them