The Premier Consultants ( Recruitment Company )
Website:
thepremierconsultants.com
Job details:
The Vice President – Customer Service will lead and transform the end-to-end customer service function across all channels, ensuring superior customer experience, operational excellence, and alignment with the company’s growth strategy. The role demands strong leadership, strategic thinking, and the ability to leverage technology, analytics, and process innovation to drive customer satisfaction, efficiency, and revenue growth.
Key Responsibilities
1. Customer Service Strategy & Leadership
- Develop and implement comprehensive customer service strategies aligned with organizational growth plans.
- Lead all verticals of customer service including backend operations, front-end operations, service centres, call centres, digital platforms, social media, and specialized cells
- Drive a customer-first culture across the organization.
2. Customer Experience & Journey Transformation
- Design and continuously enhance end-to-end customer journeys across physical, digital, and assisted channels.
- Improve customer satisfaction (CSAT), Net Promoter Score (NPS), and overall service quality.
- Ensure seamless omnichannel customer experience.
3. Key Account Management
- Build and maintain strong relationships with large and strategic customers.
- Develop key account management frameworks to ensure long-term partnerships and revenue growth.
- Act as an escalation point for high-value customers.
4. Operations Excellence
- Ensure efficient billing, payment processing, and high collection efficiency.
- Optimize Turnaround Time (TAT) across all customer touchpoints.
- Drive cost optimization and productivity improvements across service operations.
5. Technology & Digital Transformation
- Leverage technology, automation, and AI to enhance customer experience and reduce cost-to-serve.
- Lead digital initiatives across customer touchpoints including apps, portals, chatbots, and social media.
- Drive adoption of advanced tools for service delivery and monitoring.
6. Data Analytics & Performance Management
- Establish KPIs, dashboards, and performance metrics across all service functions.
- Analyze trends and customer insights to drive corrective and preventive actions.
- Foster a data-driven decision-making culture.
7. Pricing & Revenue Enablement
- Develop and recommend tariff and pricing strategies to support business growth.
- Collaborate with commercial and finance teams to optimize revenue streams.
8. Change Management & Transformation
- Lead organizational change initiatives to enhance competitiveness and agility.
- Drive continuous improvement programs and process re-engineering initiatives.
9. Compliance & Governance
- Ensure adherence to internal benchmarks, regulatory standards, and Standard of Performance (SOP).
- Maintain 100% compliance across all customer service operations.
- Interface with regulatory bodies and ensure audit readiness.
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