Senior Executive

Digitide; NTR; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Digitide is seeking a Senior Executive to lead and mentor a team of Customer Care Executives, ensuring outstanding service and timely issue resolution. You will implement strategies, policies, and procedures to meet goals, monitor satisfaction metrics, and collaborate across departments to deliver seamless customer experiences.

The ideal candidate has at least 8 years in customer care or executive management, strong communication and CRM proficiency, and a customer-centric mindset.

Qualifications

• 8+ years in customer care and executive management.
• Proven leadership of customer care teams.
• Excellent communication and interpersonal skills.
• Strong problem-solving and customer-centric mindset.
• Bachelor's degree in Business Administration or related field; certifications preferred.

Responsibilities

• Lead and mentor a team of Customer Care Executives (CCEs).
• Develop and implement customer care strategies, policies, and procedures.
• Monitor and analyze customer feedback and satisfaction metrics.
• Collaborate with other departments for seamless customer experiences.
• Handle complex inquiries and elevate issues as needed.
• Ensure compliance with industry regulations and company policies.
• Conduct regular performance evaluations and provide feedback.
• Stay updated on trends and best practices in customer care.
• Build and maintain relationships with key stakeholders and clients.

Skills

Leadership

CRM proficiency

Customer service excellence

Data interpretation

Education

Bachelor's degree in Business Administration or related field

Certifications in customer service or management (preferred)

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 a team of Customer Care Executives (CCEs), ensuring exceptional customer service and efficient issue resolution. You will be responsible for 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.
• Develop and implement customer care strategies, policies, and procedures to meet organizational goals.
• Monitor and analyze customer feedback and satisfaction metrics to identify areas for improvement.
• Collaborate with other departments to ensure seamless customer experiences across various touchpoints.
• Handle complex customer inquiries and elevate issues to the appropriate teams when necessary.
• Ensure compliance with industry regulations and company policies in customer interactions.
• Conduct regular performance evaluations and provide constructive feedback to CCEs.
• Stay updated on industry trends and best practices in customer care and suggest innovative solutions.
• Build and maintain strong relationships with key stakeholders and clients.

Qualifications

• A minimum of 8 years of experience in customer care and executive management roles.
• Proven track record of successful leadership and management of customer care teams.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
• Strong problem-solving and decision-making abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Analytical skills to interpret data and make informed decisions.
• Flexibility to adapt to changing business needs and customer requirements.
• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Additional certifications in customer service or management are preferred.

About Us

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 Info

• Job Identification 264096
• Job Category Customer Support/Operations | BPM