Customer Service Manager

About Us

TLC DigiTech(P) Ltd is a tech product and services companyproviding end to end digitalsolutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.

Set up over 20 years ago, we have a pan India presence and a regional presence in East Africa and Sri Lanka. With our corporateoffice in New Delhi, we have a team strength of over 600 people and bring a culture of innovation to deliver excellence. Our integrated teams — spanning Design, Technology, Digital, Support,Contact Centres, and Club Ambassadors — provide a seamless, single- window solution for our customers.

Our technology stack includes:

• CRM built on Salesforce and Heroku
• End-to-end integration managedvia MuleSoft
• Mobile applications developed on the Ionic hybrid platform
• Omni-channel contact centres integrated with voice, chat,WhatsApp, Facebook Messenger, email, social, web, and SMS

TLC ensurescompliance and statutory audits through Big Four globalaccounting firms and adheres to the highest standards of information securitywith ISO 27001, ISO 27701 and SOC2 certifications.

We are proud membersof CII, FHRAI,TAAI, Nasscom, Dun & Bradstreet, and other leadingindustry bodies.

For more information, please visit www.tlcgroup.com.

Job Title – Manager Customer Experience

Experience – 10 years+

Job Location– Delhi NCR, Manesar

Job Summary:

The position is responsible for the leadership of Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

Key Responsibilities:

• Create and present business reviews to the Client and internal leadership on weekly / monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience.
• scaling end-to-end customer support operation and leading digital transformation initiatives.
• Implementing innovative CX solutions, Customer advocacy, delight & centricity

building, Process re-engineering, Automation, Grievance Handling and Customer-Centric Strategies. operations, leading digital transformation initiatives.

• Led core Customer Experience teams across voice, chat, email, backend.
• Applied strong analytical acumen to interpret performance dashboards, identify root causes, generate data-driven action plans.
• In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, Training, Quality, Resourcing, Customer Service, Sales etc.)
• Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews
• Should have deep knowledge and understanding of the BPO/Contact Centre operations.
• Excellent communication (written and verbal) and interpersonal skills.