Customer Relationship Management Executive

Role Summary - Client experience executive

Roles & Responsibilities

• Service Level Excellence & Audits o Establishing brand Standards and maintaining the same. o Ensuring the standards for all touch points are followed and are uniformed.
• Centre level service audits conducted and reports presented on the same. o Setup the escalation matrix for all feedbacks and complaints
• Research best practices, establish metrics, collect and analyse customer data and feedback.
• Constantly keep evaluating customer touch points and develop the same.

Client Feedbacks & Complaints

• Highlighting the centre level challenges and route it for resolutions.
• Become as the bridge and coordinate with the central strategic teams and the centre teams.
• Handling top Key accounts of clients and servicing.
• Handling internal ticketing system and addressing the complaints and feedbacks raised on the portal.
• Dealing all customer complaints and analysing the RCA
• Analysing the processes and developing further to ease the experience.

Key Accounts Handling

• Handling payment collections of key clients and ironing out the causes of the delay in the centres.
• Represents the customer experience vision and defines the goals to the centre teams for a consistent end to end customer experience at the centre level.
• Working with the centre teams for operational solutions and assist in day to day activities.