Role & responsibilities
- Leading Customer Service Team.
- Responsible to deliver The Best Customer Experience.
- Responsible to implement systems, process, and SOPs to improve the productivity and customer experience.
- Ensuring optimum client satisfaction, through consistent service delivery & value-added initiatives focused on timely resolutions, effective communication, and cost savings.
- Responsible for relationship building with customer, Project leaders and key stakeholders within extended accounts to deliver a outstanding customer experience.
- Effective participation in MBRs I QBRs, regular intelligent reporting and effective CSAT framework.
- Ensuring KPI (Quality, SLA, Productivity, Documentation etc.) are met. Lead service delivery reviews on SLA adherence, Team performance, trends & Ongoing projects with client and internal stakeholders.
- Ensure all processes have well documented and up to date Standard Operating Procedures or Work Instructions to maintain standardization, compliance, and quality control.




- Lead Annual contract renewal calls with clients to ensure contract renewal/update as per changes in the existing business to meet compliance and client expectations.
- Guide individuals towards goal achievement using negotiation, teamwork / collaboration, motivation, and staff development skills.
- Establish monthly goals, daily report outs and coaching for each team member which eventually lead to an improvement in SLA adherence and team performance.
- Responsible for end-to-end transition of new businesses / processes which include drafting Statement of Works, hiring new employees, preparing, and executing transition plans to ensure smooth transitions.
- Existing Customer Management, Revenue Generation / Account Farming
- Ensuring effective communication between support agent and customer.
- Developing and Implementing Customer Experience strategies.
- Responsible for KPI deliveries.
- Serve as the Lead point of contact for all customer support matter.

📌 Pmo Consultant (Gurugram)
🏢 Mpg Business Information Systems
📍 Gurugram