Head/Lead - Customer Experience (4-6 Yrs) Bangalore (After-Sales/Customer Service)

- Oversee and manage customer interactions across the entire journey (pre-booking, post-booking, and post-event) to gather feedback and enhance the experience.- Lead a team to ensure smooth customer interactions and quick resolution of concerns.- Handle online reputation management, ensuring prompt responses to reviews and feedback.- Identify risks and opportunities in customer interactions and implement strategies for continuous improvement.- Collaborate with internal teams to resolve customer issues effectively and enhance service quality.- Train, mentor, and monitor the performance of the customer experience team to ensure high standards of service.Skills Required:Absolutely Crucial:- Excellent verbal and written communication skills (English).- High EQ - Ability to actively listen, make customers feel heard, and build trust.- Strong leadership skills - Experience in managing a team, resolving escalations, and ensuring alignment with customer service goals.- Cultural fit - Ability to work closely with on-ground teams and managers to identify and resolve customer issues effectively.Good to Have:- Proficiency in Kannada & Telugu is a bonus.- Experience in handling escalations in a dynamic and unstructured environment. (ref:updazz.com)

Payroll Type : Permanent