Senior Executive

Digitide; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Digitide, a global AI-led solutions provider, seeks a Senior Executive to lead customer care operations in Mumbai. You will oversee a team of Customer Care Executives, drive service quality, and align strategies with company goals.

Responsibilities include mentoring CCEs, handling complex inquiries, analyzing feedback, collaborating across departments, and ensuring compliance. The role demands 8+ years experience, strong communication, CRM proficiency, and a proactive mindset.

Qualifications

• A minimum of 8 years of experience in customer care and executive management roles.
• Proven track record of successful team leadership and mentorship.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and analytical abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Ability to work independently and manage multiple priorities effectively.
• Strong organizational and time management skills, with attention to detail.
• A proactive and innovative mindset, with a focus on continuous improvement.
• Excellent written and verbal communication skills, including presentation abilities.
• A degree in Business Administration, Customer Service, or a related field is preferred.

Responsibilities

• Lead and mentor a team of CCEs, providing guidance and support to ensure high-quality customer service.
• Handle complex customer inquiries and escalate issues to the appropriate teams for resolution.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Develop and execute customer care strategies, ensuring alignment with company goals and values.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Conduct regular performance evaluations and provide constructive feedback to CCEs.
• Stay updated on industry trends and best practices in customer care and executive management.
• Ensure compliance with company policies and procedures, maintaining a professional and ethical work environment.
• Build and maintain strong relationships with key stakeholders and clients.
• Represent the company at industry events and conferences, promoting our brand and services.

Skills

Leadership

Communication

CRM proficiency

Analytical skills

Time management

Independent work

Presentation skills

Customer-centric

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As the Senior Executive, you will play a vital role in driving the success of our customer care operations. Your primary focus will be to oversee and manage the team of Customer Care Executives (CCEs), ensuring exceptional customer service and efficient issue resolution. You will be responsible for developing and implementing strategies to enhance customer satisfaction and build positive relationships.

Responsibilities

• Lead and mentor a team of CCEs, providing guidance and support to ensure high-quality customer service.
• Handle complex customer inquiries and escalate issues to the appropriate teams for resolution.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Develop and execute customer care strategies, ensuring alignment with company goals and values.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Conduct regular performance evaluations and provide constructive feedback to CCEs.
• Stay updated on industry trends and best practices in customer care and executive management.
• Ensure compliance with company policies and procedures, maintaining a professional and ethical work environment.
• Build and maintain strong relationships with key stakeholders and clients.
• Represent the company at industry events and conferences, promoting our brand and services.

Qualifications

• A minimum of 8 years of experience in customer care and executive management roles.
• Proven track record of successful team leadership and mentorship.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and analytical abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Ability to work independently and manage multiple priorities effectively.
• Strong organizational and time management skills, with attention to detail.
• A proactive and innovative mindset, with a focus on continuous improvement.
• Excellent written and verbal communication skills, including presentation abilities.
• A degree in Business Administration, Customer Service, or a related field is preferred.

Job Info

• Job Identification 269311
• Job Category Customer Support/Operations | BPM