Customer Experience Manager

GreenCell Mobility is seeking a dedicated Customer Experience Manager to ensure that services delivered by our Business/Service partners and their extended networks consistently meet a pre-defined, best-in-class service quality level. This role is crucial for proactively identifying and resolving service quality issues, minimizing repeat complaints, and leading initiatives to enhance overall customer satisfaction.

Key Responsibilities:

• Service Quality Assurance:

  Ensure services delivered by Business/Service partners and their extended teams meet a pre-defined, best-in-class service quality level for exceptional customer experience.

• Gap Identification & Resolution:

  Identify gaps in process adherence and implement timely resolutions to minimize repeat complaints.

• Proactive Issue Diagnosis:

  Proactively diagnose and resolve service quality issues through thorough Root Cause Analysis (RCA) to prevent repeat complaints before customers are impacted.

• Service Recovery Leadership:

  Lead from the front by partnering with Outsourced Partners and Cross-Functional Teams to develop and implement a robust Service Recovery Roadmap.

• Complaint & Escalation Management:

  Possess in-depth knowledge and manage all aspects of Complaint Management and Escalation Management.

• Performance & Trouble Ticket Management:

  Oversee Performance Management, Service Level Agreement (SLA) adherence, Monitoring, and Trouble Ticket Management, ensuring timely closure of all issues.

Customer Service Delivery Representative Responsibilities (Oversight):

• Ensure prompt responses to customer inquiries/complaints as per defined SLAs.
• Oversee communication with customers through various channels (Voice / Non-Voice).
• Ensure service representatives possess comprehensive product knowledge to answer customer questions effectively.
• Oversee the accurate recording of customer interactions, transactions, comments, and complaints.
• Coordinate and facilitate communication with different internal departments for efficient complaint closure.
• Provide feedback on the efficiency and effectiveness of the overall customer experience process.

Desired Candidate Profile:

Experience:

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