Manager - Customer Experience - FMCD (2-3 yrs)
Responsibilities :
- To ensure the Orders are fulfilled within the agreed TAT of the client.
- To ensure sharing of Daily/Weekly/Fortnightly/Monthly Reports in the agreed frequency in an accurate manner.
- To ensure complaints are responded and resolved within the agreed timeframe,
- Coordination with Client and Internal SPOCs for timely fulfillment of orders and compliant closure.
- To ensure Optimal utilization of resources by cross-utilizing them to obtain maximum productivity.
- To manage escalations received from the clients/customers in an appropriate manner.
- Client Program SOPs to be reviewed and amended on a half-yearly basis.
- To identify manual tasks/reports carried out by the team and ensure likely automation for the same.
- To ensure the Helpdesk is managed well. The Call log reports/Email trackers are monitored, to do regular Call/Email audits and share feedback to the resources for development.
- Identify exceptional work managed by the team and recognize them for SPOT/X-tra Mile Award.
