Talisman HR Solutions Pvt Ltd
Location
Chennai | India
Job description
Its leading the Education Industry.,
Position -Senior Customer Experience Associate
Location - Chennai
Work Days - Mon to Fri
Time -9.30am to 6.30pm
Job Description -
Key Responsibilities:
Strategy Development: Collaborate with the Head of Customer Experience to develop and
implement customer experience strategies that align with the company's overall goals.
Process Optimization: Identify and implement process improvements to enhance the efficiency
and effectiveness of our customer service operations.
Customer Advocacy: Champion the voice of the customer within the organisation, advocating
for improvements based on customer feedback and insights.
Performance Metrics: Define and monitor key performance indicators (KPIs) to track the
performance of the customer service team and drive continuous improvement.
Escalation Handling: Handle escalated customer inquiries and complex issues, ensuring timely
resolution and customer satisfaction.
Training and Development: Oversee the training and development of the customer service
team, equipping them with the skills and knowledge needed to excel in their roles.
Cross-Functional Collaboration: Collaborate with other departments, such as marketing and
product development, to ensure a seamless and holistic customer experience.
Data-Driven Insights: Analyze customer data and feedback to identify trends and opportunities
for enhancing the customer journey.
Audits : Audit all CX platforms to conduct gap analysis, and tailor training and development
needs based on the audit findings. Additionally, also share the audit finding with the
management.
Customer Service,Strategy Development,Escalation,Team
Designation: Customer Experience Assocaite
Vacancies: 1
Experience: 3.0 Year(s) - 4.0 Year(s)
Job tags
Salary
Rs 6 - 11 lakhs p.a.
