Team member-Continuous improvement-Kaizen-SUPPORT SERVICES-Customer Experience

Grade: M4/M5

Job Role

• The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
• S/he will have to identify customer pain areas across the Customer journey.
• Prioritize & resolve the customer issues by simplifying process, relook at policies / practices
• Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
• Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement
• Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience

Job Requirements

• Customer orientation - Essential
• Problem solving / Analytical – Essential
• Project management skills – Essential
• Result Orientation – Essential
• Understanding of business - preferable
• Appreciation of technology – preferable
• Good communication skills – written and oral