Customer Experience Executive

Direct Responsibilities:

• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Co-ordinating with Branch networks for attending detractors and closing the loop 90% of detractors within 24 hrs.
• Excellent verbal and written communications skills, with a clear distinct voice
• Conduct regular study of customer needs & driving factors of service NPS, and propose for relevant programs/actions
• Work in a team environment, effectively influence and communicate across various business lines at difference levels cross the organization
• Passion for learning/learning agile
• Transcribing all our customer comments and NPS rating
• Strong computer skills including Excel, Outlook, MS Word, etc

Contributing Responsibilities

• Ability to learn new information quickly and apply it immediately
• Individual should be detail oriented and be able to work as a team as well as individually
• Provide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind
• To ensure that incoming/outgoing telephone calls are answered in a professional and timely manner
• Impart NPS methodology within the organisation.
• Provide advice on customer experience and customer satisfaction to influence decisions and support initiatives.

Location

Preferred candidate profile

• Strong computer skills including: Excel, Outlook, MS Word, etc
• Bachelors degree required.
• Freshers can also apply

lakshmi.veliath@sharekhan.com / neha.singh@sharekhan.com