Assistant Manager - Customer Delight
Location
Bangalore | India
Job description
We are seeking a Customer Delight Manager to join our team, who will be responsible for ensuring best customer experience.
The role will involve ensuring customers feedback is heard, analyzed, and ensured that he is provided exceptional customer service and ensure that customer issues are resolved quickly and efficiently along with acting as a point of contact for Business teams w.r.t customer delight activities such as loyalty & retention programs etc
Responsibilities:
- To support in managing contact center and align with Service teams & dealers in Domestic market.
- Monitor and track customer feedback across all channels and use this information to identify areas for improvement.
- Work as SPOC for business teams w.r.t all Customer delight projects, Customer grievance and NSS updates and work on improve customer experience and delight creation.
- Work closely with other departments such as Marketing, Sales, Legal and Product Development to ensure customer feedback is used to improve products and services
- Identify training needs and develop training programs to enhance the team's knowledge and skills.
- Develop and implement KPIs and SLAs to measure the team's performance, and track progress against these metrics.
- Understand the process gaps due to which concerns are getting raised and work with business teams to alter/update/correct the same to ensure customer satisfaction.
- Report regularly to senior management on customer satisfaction, team performance, and improvements made to the customer journey.
Requirements:
Job tags
Salary
