Service Head

Ultrafresh; Koramangala; On-site; Full time

Job summary

Ultrafresh in Koramangala, Karnataka seeks a senior Customer Service Leader to drive service excellence in NBFC/ banking. The role focuses on process improvements, cross-functional collaboration, and compliant, data-driven operations to boost customer satisfaction.

The ideal candidate has 7–12 years’ experience in a similar role, a track record of improving satisfaction through process changes, and strong communication with multiple stakeholders.

Qualifications

• 7-12 years of experience in a similar role within NBFC or banking.
• Proven track record of improving customer satisfaction ratings through process improvements.
• Excellent communication skills with ability to handle multiple stakeholders effectively.

Responsibilities

• Lead customer service operations to achieve high levels of customer satisfaction through effective communication, problem-solving, and issue resolution.
• Develop and implement process improvements to enhance operational efficiency, reduce costs, and increase productivity.
• Collaborate with cross-functional teams to resolve complex issues related to products/services offered by the company.
• Ensure compliance with regulatory requirements and maintain accurate records of all interactions with customers.
• Analyze data to identify trends and areas for improvement in customer service operations.

Skills

Customer service leadership

Process improvement

Stakeholder management

Job description

Roles and Responsibilities

• Lead customer service operations to achieve high levels of customer satisfaction through effective communication, problem-solving, and issue resolution.
• Develop and implement process improvements to enhance operational efficiency, reduce costs, and increase productivity.
• Collaborate with cross-functional teams to resolve complex issues related to products/services offered by the company.
• Ensure compliance with regulatory requirements and maintain accurate records of all interactions with customers.
• Analyze data to identify trends and areas for improvement in customer service operations.

Desired Candidate Profile

• 7-12 years of experience in a similar role within an NBFC or banking industry.
• Proven track record of improving customer satisfaction ratings through process improvements.
• Excellent communication skills with ability to handle multiple stakeholders effectively.