Hindustan Unilever
Location
Kolkatta | India
Job description
CCO Job Responsibilities:
Department: W & AW
Job Position: Customer Care Officer
WL:1A
Location: Patna
CCO Responsibilities
Delivering SuperiorConsumer Experience
Consumer Retention and Acquisition
Developing the Capabilities of LSP TL / LSP and LSP Technician
Delivering Superior Consumer Experience:
Recruiting and developing LSPs: Recruiting the right candidate for the LSP operations and guiding him in achieving customer Experience.
LSP Infra: Managing the LSP Infra to deliver consumer experience.
Recruiting LSP TLs: Recruiting the right candidate with Consumer delight and sales expertise for providing superior consumer experience.
Delivering Prompt Service: Religiously monitoring the pendency and driving 100% TAT delivery
Delivering Service Quality: Tracking the service quality and ensure First Time Right.
Updating Quality Feedback: Monitoring the complaints closure in Web/App and to ensure 100% proper categorization of complaints in the system.
Driving C-Sat Score: Delivering the superior consumer experience and to improve the C-Sat Score.Driving.
New Initiatives: Efficiently drive new initiatives aligned with business goals. Managing the Consumer Base: Understanding the consumer base in his territory category wise, device SKU wise, consumer consumption pattern wise and the importance of consumer retention.
Driving the GKK Repeat Purchase: Drive repeat purchase by sharing the consumer data who are due for purchase with the LSPs and religiously monitor the progress of the activity.
Ensure 75% consumer retention.Drop Out categorization: Understand the reasons for drop out and properly categorize the consumers based on the reasons for corrective actions.
Improve the consumer retention: Implement the corrective actions on ground, fine tune the process based on the ground requirement to achieve higher consumer retention.
Lead Management: Setting up and managing the LSP infra for leads conversions.
Lead Conversion: Drive Speed to Reach and lead conversions by monitoring /reviewing the lead business with the LSPs.Drive Upgrade: Understanding the upgrade opportunity and drive upgrades by training the technicians on ODPEC.
Capability Development of the LSP /LSP TL / LSP Technician:
1.Product Training: Conducting structured product training programs covering the Product technology, troubleshooting procedure and closure of complaints in the CRM.
2.Imparting Service Culture: Driving the Service Culture to deliver superior consumer experience in the consumer life cycle journey by
Consumer First AttitudeDelivering Prompt Service
Driving Desired Technician Productivity
Importance of Technician Grooming
Adherence of Complaint Escalation Matrix
Importance of providing Quality Feedback
Importance of tool Bag and Spares C-Sat Score
3. Consumer Retention and Consumer acquisition: Imparting the importance of consumer retention and acquisition. Guide the extended team to improve the retention and conversions by training them on ground doing live consumer visits.
2. RESOURCE TO BE MANAGED UNDER POSITIONS AUTHORITY
LSP Team Leader
Back office co-ordinator
License Service Providers
Service ZSOs
3. LATERAL CONTACTS
(key individuals, teams within the concern whose collaboration is needed on a permanent basis by the position).
Team:
Supply Chain team
Sales Team
Quality Team
#LI-Remote
Job tags
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