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For Employers

Senior Manager

Soffit Infrastructure Services (P) Ltd

0 years

0 Lacs

kolkata west bengal india

Posted:19 hours ago| Platform: Foundit logo

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Skills Required

analytical skills collaboration customer orientation

Work Mode

On-site

Job Type

Full Time

Job Description

Mass Retail Experience Lead

To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined SLAs. The role demands a proactive, data-driven approach and strategic interventions aligned with business goals to elevate the mass retail customer experience.

Key Responsibilities

Improve Customer Experience by fixing common issues and reducing repeated complaints and interaction.
Ensure Timely SR Closures by monitoring and improving SLA adherence.
Enhance Network Experience by working with the network team to resolve issues faster.
Reduce Customer Churn and Port-Outs through better service and retention efforts.
Manage Retention Agencies to ensure effective handling of MNP and customer outreach calls.
Lead the digital adoption agenda by increasing Thanks app penetration and usage of other digital self-care platforms
Collaborate cross-functionally to enhance customer experience and resolve process bottlenecks

Skills Sets Required

Collaboration
Analytical skills (Data management)
Customer orientation (Customer approach understanding)
Good Communication skills

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Senior Manager