Responsible for actively executing the plan and achieve agreed sale targets. Ability to nurture relationships with clients.

Job Description

- End to end management of customer experience and operational efficiencies across all sub-functions.

- The person will need to have the ability to develop, plan, and implement short- and long-term goals.

- Preparing and executing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs.

- Proficiency in Voice, Email, CRM application and workforce management. Quality tools and technologies, and other related Call Centre software

- Effective Escalation management: Ability to understand the issue reported and assure/reassure to gain customer confidence.

- Analysing data and statistics on overall customer satisfaction. Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management to enable the further improvement in services.

- Maintain & improve customer satisfaction and service levels.

- Ability to coordinate retrospection meetings with the necessary stakeholders after a project/ sprint is completed. Document learning and implement them for future projects.

- To ensure an effective communication process is in place with the customer(s), line management and team members.

- Handling internal and external compliance and audits and develop people and system efficiencies basis audit feedback.

- Should be able to drive Customer Loyalty through various engagement activities to meet organizational goals and objectives.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.