Customer Experience Executive - Vikhroli

About the Role:

• The Executive - Customer Experience is responsible for resolving issues, keeping customers updated, analysing trends, supporting clients, managing service schedules, maintaining records, and tracking performance metrics.
• The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

• To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.
• Keeps customers informed about the progress of their complaints and provides timely answers and solutions.
• Analyzes complaint trends to identify areas for improvement.
• Provide ongoing support to clients.
• Track and monitor client engagement while offering updates and actionable recommendations.
• Addresses and resolves client inquiries, concerns, and feedback.
• Tracks service plans and delivery schedules for top clients. Shares weekly, fortnightly, and monthly updates with clients to ensure transparency and alignment.
• Maintains accurate and up-to-date client records, demonstrates a strong understanding of industry best practices for service delivery schedules, and efficiently manages operations to adapt to evolving requirements and customer needs by reorganizing processes as necessary.
• Tracks key performance metrics to measure success.

Requirements

Key Result Areas:

• Customer Issue Resolution
• Trend Analysis
• Operational Efficiency
• Client Engagement & Support
• Service Coordination & Delivery

Educational Qualification / Other Requirement:

• Any Graduate (Any stream)
• Experience of a minimum of 2 years in Customer complaint Management, Client Management.

Role Type / Key working relationships:

• Individual Contributor
• Internal team
• External stakeholders

Benefits

Our values lie at the core of our mission and vision. We believe that it’s our people who

make our company what it is. We believe in:

• Safety
• Integrity
• Innovation
• Learning & Development
• Open & Transparent
• Performance Orientation