Overview
We’re looking for a customer-obsessed Service Quality Manager. You will be the voice of the customer and be responsible for ensuring we meet our service quality standards to our customers and getting customer feedback. You’ll collaborate with all teams (software, product, production, logistics, marketing) to ensure we take action on customer feedback and do appropriate root cause analysis. You’ll lead our Customer Service team and respond to customer queries via email, phone, social media, or live chat.
Responsibilities:
- Monitor and oversee our service quality to customers across all customer touchpoints
- Ensure customer queries are solved quickly with a high degree of satisfaction
- Collaborate with teams to ensure appropriate action is taken in response to customer suggestions and complaints
- Gather customer insights and collaborate with our Product team to bring new product and product features to market
- Handle customer complaints across email, phone, social media, and live chat
- Ensure root cause analysis and process controls are in place in response to customer complaints
- Provide suggestions and help build a customer centric company culture
Qualification:
- Bachelor’s Degree
- Excellent English writing and speaking skills
- Experience with kaizen, root cause analysis, and/or continuous improvement
- Active on social media
- Hindi, Marathi or Kannada language skills a plus
- Service quality certification a plus
About Photojaanic
Your best memories and photos deserve to not be locked up and lost on devices.
Bring your best moments into your life. Photojaanic helps people print the stories they care about. We believe capturing moments and pursuing creative interests matters.
We're based out of Goa and Singapore. We design, develop, manufacture and market all of our products. Quality control and product innovation are important to us. We are also the exclusive marketer and manufacturer of the Kodak Collections premium range of photo albums