Customer Experience Specialist

Job Title: Customer Experience Specialist

Location : Pune, NIBM 

Work From Office 

Experience: 3+ Years 

Roles & Responsibilities 

Identify leaders who are not filling the tracker on weekly basis

Send message to leaders who are on filling trackers and get it done from them on Monday or tuesday next week

Report to HRBP and Project Manager about those leaders who are not filling the tracker.Roles and responsibilities:

Kick off mails/ meetings: 

Attending the kick off meetings once invitation is received by the Sales team.

Monitoring regarding MOM is sent by the Operation team after the Kick off meeting.

Clarity of project type, billable hours, payment milestones should be discussed and prepare a project master details and get sign off from the customer.

Customer Feedback: 

Handle customer inquiries via phone, email, and other communication channels in a timely and professional manner

Provide exceptional customer service and support by taking weekly feedback of current projects of clients (Weekly basis)

Depending on the feedback appreciating the leaders of the project and escalating to leaders regarding dissatisfaction of clients. Also, keep Project Manager in CC.

Escalation handling: 

When escalation comes first discuss with HRBP.

Discussion of HRBP with Operation Lead and Project Lead to understand the challenge from our side.

Schedule a call with Customer to understand their side along with HRBP.

Discuss the issue with HRBP, Operational Head and come up with a resolution.

Schedule a call with the Customer and deliver the resolution. If the customer is still not satisfied, re-discuss with Operation Head and HRBP and reschedule call with Customer and update accordingly

Ticket Management:

Attending and allocating tickets within 24 hrs and resolving the tickets within 72 hrs.

Sending mails to clients regarding closure of tickets keeping the operation team in loop.

Taking acknowledgement regarding closure of ticket from client.

At the end of the month share a list of the tickets to Vinoth for approval of incentives.

  Upsells:

Interacting with client and understand the business requirements so as to do upsell ( by attending Kick off meetings)

Tactical and strategic Meeting: 

Attend tactical and strategic meetings and discuss the feedback of the clients on current projects.

Escalating the issues raised by clients

Recommendation on overcoming the escalations in future.

Testimonials and Feedbacks from clients:

Taking feedback from clients once the projects and support packs are completed.

Taking testimonials from old and new clients

Tracking of post sales estimates:

Monitoring of sales estimates sent by the operation team and getting it done at the earliest.

App Store meeting: Attending an app store meeting and sending MOM of the meeting. 

Coordinating with Operation Manager and App Store team regarding app store related tasks.

Video Review :

Take access of sales Person Recorded video initially of all meetings in a day.

Compare with a tracker and actual video if the sales process was followed. Give feedback daily on previous days calls on chat.

Monitor improvements.

Review of the videos for closed deals.

Incentives applicable:

Support Ticket should be resolved within 72 hrs(Rs.250 per ticket)

Upsells 

      Upsell INR 1 rs for every $1 of upsell

How to apply (or refer)

Email: careers@pragtech.co.in with subject: Customer Experience Specialist

Include your CV/LinkedIn Profile.

Know someone perfect? Please refer or tag them—thank you!