Service Head
ITC LimitedJob Highlights
Required Skills
Job Description
Role Summary: The Service Head will be responsible for overseeing and managing all aspects of customer service operations for ITC's FMCG division. This includes developing and implementing service strategies, leading the service team, ensuring high levels of customer satisfaction, and driving operational efficiency. The role requires a strategic thinker with a strong understanding of customer service best practices within the Indian FMCG market.
Key Responsibilities:
- Develop and execute comprehensive customer service strategies aligned with business objectives.
- Lead, mentor, and manage a team of customer service professionals, fostering a high-performance culture.
- Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing corrective actions.
- Ensure timely and effective resolution of customer complaints and queries across all service channels.
- Collaborate with cross-functional teams (e.g., Sales, Marketing, Operations) to enhance the overall customer experience.
- Implement and optimize customer service technologies and tools.
- Stay abreast of industry trends and best practices in customer service, particularly within the Indian FMCG landscape.
- Manage the customer service budget and resources effectively.
About ITC Limited
ITC Limited is a diversified conglomerate with a significant presence in the Fast-Moving Consumer Goods (FMCG) sector in India. Established in 1910, ITC has evolved into one of India's most admired and valuable companies. Its FMCG portfolio spans categories such as Foods, Personal Care, Stationery, Safety Matches, and Incense Sticks. The company is committed to sustainable business practices and has a strong focus on rural development and farmer welfare.
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