Customer Experience Manager

• Responsible to ensure services delivered by Business/ Service partners and their extended arms meet a pre-defined service quality level for Best-in-class customer experience.
• Able to identify the gaps in process adherence and resolve them in a timely manner to minimize repeat complaints. Also provides the ability to proactively diagnose and resolve service quality issues through Root Cause Analysis thus ensuring No repeat complaints before customers are impacted.
• This role requires to lead from front to partnering with the Outsourced Partners and Cross Functional Teams to develop a Service Recovery Roadmap. Should have in depth knowledge of Complaint Management, Escalation Management, Performance Management, RCA, Service Level Agreement (SLA), Monitoring and Trouble Ticket Management. Is also responsible to ensure timely closure.

Customer Service Delivery Representative Responsibilities:

• Responding promptly to customer inquiries/ complaints as per SLA defined
• Communicating with customers through various channels (Voice / Non-Voice).
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with different departments for closure of complaints
• Providing feedback on the efficiency of the customer experience process.

Desired Candidate Profile

• 7 years+ relevant experience of supporting service delivery function by seeking opportunities for process improvements to positively impact productivity.
• Should also have relevant experience of working with the relevant stakeholders to ensure the execution and delivery of the role