About this role
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.
As a Senior Executive, you will be responsible for overseeing the entire customer care operation within the department. This includes managing a team of Customer Care Executives (CCEs) and ensuring efficient and effective customer support. You will play a crucial role in maintaining and enhancing our company's reputation and customer satisfaction levels.
• Lead and mentor a team of CCEs, providing guidance and support to ensure high-quality customer service. • Develop and implement strategies to improve customer satisfaction and retention. • Oversee the handling of complex customer inquiries and escalate issues as necessary. • Ensure compliance with company policies and procedures, maintaining a high standard of customer data privacy and security. • Analyze customer feedback and trends to identify areas for improvement and implement necessary changes. • Collaborate with other departments to ensure a seamless customer experience across all touchpoints. • Stay updated with industry trends and best practices in customer care, and implement innovative solutions. • Conduct regular performance evaluations and provide constructive feedback to CCEs. • Manage and optimize the department's budget, ensuring efficient resource allocation.
• A minimum of 8 years of experience in a customer care leadership role, preferably in the BFSI industry. • Proven track record of building and maintaining positive customer relationships. • Excellent communication and interpersonal skills, with the ability to inspire and motivate a team. • Strong problem-solving and analytical abilities, with a data-driven approach to decision-making. • 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. • Excellent organizational and time management skills, with a focus on attention to detail. • A degree in Business Administration, Customer Service, or a related field is preferred. • Willingness to stay updated with industry trends and participate in continuous professional development. • Strong leadership qualities and a customer-centric mindset.