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Zehn Solutions - Chief Customer Officer

Zehn SolutionsNagpur, India

30+ days ago

Job description

Chief Customer Officer (CCO)

About the Role :

We are actively seeking a highly experienced and passionate Chief Customer Officer (CCO) to lead our customer service and experience initiatives. This is a critical leadership role responsible for ensuring exceptional customer satisfaction and fostering strong, lasting relationships with our user base. We are a dynamic company, and experience within the gaming industry will be highly preferred.

Location : Nagpur (Strictly Work From Office)

Work Experience : Minimum 8-10 years of relevant experience

Education : Master's Degree (preferred)

Employment Type : Full-time, Immediate Joiner preferred

Salary : Negotiable based on current package

Key Leadership & Team Lead, mentor, and inspire the customer service team to consistently meet and exceed client expectations regarding service quality and responsiveness.

Provide essential backup support and guidance to the team, ensuring all department goals and KPIs are met efficiently.
Strategically monitor call, email, and web-based submission volumes; effectively prioritize and distribute workloads to optimize team efficiency and customer response times.
Implement robust tracking and measurement systems for individual and team performance against short-term daily targets and long-term strategic objectives.
Cultivate a positive and high-morale environment, providing motivational support to team members to drive productivity and engagement.
Conduct regular performance reviews, offering constructive coaching and development opportunities to ensure the team operates at the highest levels of performance.
Engage daily with team leaders to gather updates on call quantity, quality, and overall team performance.

Customer Engagement & Problem Resolution :

Oversee and, when necessary, directly assist with incoming customer calls, emails, and web-based submissions, providing expert guidance and resolution.

Proactively identify and implement solutions to technical issues related to communication platforms, feedback mechanisms, and customer query management.

Executive Reporting & Collaboration :

Report directly to the CEO, providing regular updates, strategic insights, and suggestions for continuous improvement in customer experience.

Collaborate cross-functionally with other departments to ensure a cohesive and customer-centric approach across the organization.

Qualifications & Background : Master's Degree in Business Administration, Marketing, Communications, or a related Minimum of 8-10 years of progressive experience in customer service, customer success, or customer experience leadership roles.

Prior experience within the gaming industry is highly preferred.

Demonstrated success in managing and scaling customer-facing Exceptional leadership, coaching, and team development abilities.

Strong analytical skills with the ability to track metrics, identify trends, and make data-driven decisions.

Excellent verbal and written communication skills, with the ability to articulate complex issues clearly and concisely.

Proven problem-solving skills, especially in resolving technical and complex customer issues.

Proficiency with CRM software and customer service platforms.

A strong understanding of customer journey mapping and customer experience best practices.

Personal Attributes :

Highly customer-centric with a passion for delivering outstanding service.

Proactive, adaptable, and able to thrive in a fast-paced environment.

Strong interpersonal skills and a collaborative mindset.

(ref : iimjobs.com)

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Chief Officer • Nagpur, India