Head – Customer Service | Randstad India | Pondicherry, Puducherry
Job Description
Summary
Randstad India is seeking an experienced and dynamic Head – Customer Service to lead our global customer support operations from Pondicherry, Puducherry. This senior leadership role is ideal for professionals with expertise in customer support management, team leadership, CRM systems, and process automation. As the Head of Customer Service, you will define global strategies, lead a 50+ member multi-regional team, drive process excellence, and enhance customer satisfaction across EMEA, APAC, and India-based operations.
✅ Job Details at a Glance
| Job Title | Head – Customer Service |
|---|---|
| Location | Pondicherry, Puducherry |
| Employment Type | Permanent |
| Experience Required | 10+ Years (3+ Years in Leadership Role) |
| Education Requirement | Any relevant degree |
| Industry | Customer Service / Healthcare Tech / E-commerce |
| Shift | Day Shift |
| Key Tools & Technologies | CRM Tools (HubSpot, Zendesk, Salesforce), Chatbots, IVR |
| Application Deadline | 10 November 2025 |
📋 Key Responsibilities
Global Customer Support Strategy
- Define and implement the global vision and strategy for customer support across EMEA, APAC, and India-based teams.
- Build SOPs to ensure quick resolutions and consistent customer experiences across all touchpoints.
Team Leadership & Development
- Lead, mentor, and scale a 50+ global customer support team, including agents and team leads.
- Define KPIs, run performance reviews, and drive accountability across all teams.
Process Excellence & Automation
- Identify gaps in the customer support journey and resolve root causes.
- Leverage tools and technology (CRM systems, chatbots, IVR) to automate processes and improve efficiency.
Escalation & Critical Issue Management
- Implement escalation SOPs and governance to manage resolution TATs.
- Directly handle high-impact issues affecting customer trust or revenue.
Cross-functional Collaboration
- Work closely with Global Tech, Marketing, and Clinical teams to resolve systemic issues.
- Support new product launches and initiatives with scalable customer support frameworks.
Reporting & Insights
- Drive data-led insights to reduce complaint rates and improve CSAT/NPS.
- Publish dashboards and weekly/monthly reports for senior leadership.
🎯 Required Skills & Qualifications
- Experience: 10+ years in customer support, with at least 3+ years in a leadership role managing large teams.
- CRM Expertise: Strong knowledge of CRM tools such as HubSpot, Zendesk, Salesforce.
- Industry Exposure: Experience in healthcare tech, e-commerce, or scribe services is a plus.
- Leadership & Execution: Problem-solving, customer-obsessed mindset, and highly execution-driven.
- Soft Skills: Excellent interpersonal and communication skills, ability to scale teams and manage cross-regional operations.
🚀 Apply Now
Take your career to the next level as Head – Customer Service at Randstad India in Pondicherry, Puducherry. Lead a global team, drive customer support excellence, and influence strategic initiatives that shape the customer experience worldwide.