Deputy Manager Customer Experience

JOB DESCRIPTION :

Position/Designation : Deputy Manager - Customer Experience

Department/Function : Customer Experience

Location : Mumbai

Reporting To (Position) : Manager - Customer Experience

Job Summary :

(The primary purpose or objectives and an overall description of the position) :

- We are looking for you - dynamic, best-in-class talent - to join the as a Specialist. This role is responsible for Creating a vision & executing initiatives to provide best in class digital customer experience and drive usage across Digital Journeys. Managing ratings across sources and incorporating the voice of customers across the products. Stay on the lookout for identifying latest digital technologies and opportunities to continuously enhance customer experience. The job requires critical availability and superior problem-solving capabilities on issues that impact critical operations in the field

List The Duties and Responsibilities :

(That are significant in achieving the objectives of the job) :

- Driving process change and product adoption through change management, executive-level relationships, project management, and training enablement

- Driving and defining projects and timelines to improve support-related processes and providing quality reports and status updates to stakeholders

- Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information

- Report and coordinate with Service team to get resolution for all the complaints/queries and ensure that the response received from service team is posted back on the relevant digital channels within TAT.

- Confidently working in an ambiguous environment - we are a fast-moving startup

- Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints, Digital Transformation Roadmaps.

- Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities

- Take an active role on escalated critical customer issues as may be required and ensure field and customer's voice is heard throughout the escalation process

- Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams

Skills Required :

(Minimum relevant or equivalent industry experience required Please also state what might be desirous / advantageous)

- Strong written and verbal communication skills, ability to respond in grammatically correct English.

- Should be Min 3 Years in Operations / Social media management / Escalations or complaints management /Operations Experience and has a Team management / People management role exp

- Proficient in using MS Office application like Excel, PowerPoint.

- Strong work ethic - ability to work on multiple projects at once, sometimes under pressure and tight deadlines

- Eager to learn, try new things, and take calculated risks - for significant impact, reward, and fulfillment!

- Data-driven, a process-oriented individual who can point to ways you've up-leveled the product/process and people in your professional experience past

- Excellent communication and interpersonal skills with the ability to learn new processes and systems quickly.

- Proven ability to work creatively and analytically in a problem-solving environment

- Green belt Certification Preferred

Academia : (The minimum/critical qualifications you deem necessary for this profile.)

 - Graduate with strong academic back ground

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