Customer Experience

4 weeks ago

Kolkata West Bengal India, West Bengal airtel Full time

Role – Lead - Mass Experience

Location – Kolkata


Key Deliverables:

Service Recovery SPOC – Reduce customer pain through analyzing/ implementing process and suggesting system correction. Key Deliverables:Reduction in interactions through data analysis, gauging customer behavior recommending process enhancements. Enhancing end to end journey to reduce interactions generated from various touchpoints like call center, App, IVR non voice modes, other internal groups. Driving self care mode adoption through changes in DT scenarios and communicating self-help (App / USSD) features to frequent callers handling escalation from all touch points managing and finding ways to retain customers.


Purpose of the Job - Work on improving the experience of our Prepaid Customers by driving digital penetration , structural fixes and share regular feedback on digital enhancement. Continuously work on improving the process which can be driven from circles like Network tracks for field and non-field, Circle Marketing etc. Segment-wise CLM ownership to ensure committed benefit is given to the customer on time call Listening / FGD hour to be driven at the circles at various touch points. Repeat analysis and share action plan which will be driven by circle and center .Work with cross functional teams to close on issues solutions – Marketing, Engineering, Network Airtel Centre etc. Prepaid service GTM - for example proactively servicing repeat callers, increase e-SIM penetration, vernacular verification by local Spoc – Chatbot, IVR, Thanks App, Voice Bot etc. MNP Retention Pan India Average, Agency Management End to End with ROI, VOC Process Corrections which will enable to bring down Churn- 2 in a quarter4G Handset Bundled Churn to be Deliverables (Maximum 5-6 key responsibilities)Interaction 30% repeat 25% reduction MNP Churn - 10% reduction (monthly) from the current MNP Portout Network tracks movement across categories Internal External customer communication – Vernac 2 per category structural operational solves per quarter by analyzing the cases through deep dive and d:ata backed analysis. Digital Adoption - Thanks app penetration from X to Y%


Major Challenges :Managing multiple Vertical, managing expectations and handling escalations managing High volume, High dynamic environment. Close coordination with circle/partners/Network Field and Non field. Constant follow-ups to ensure timely closure of open issues Market visits and customer visits– gather insights

  • Customer Experience

    7 days ago

    Kolkata, West Bengal, India airtel Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Role – Lead - Mass ExperienceLocation – KolkataKey Deliverables:Service Recovery SPOC – Reduce customer pain through analyzing/ implementing process and suggesting system correction. Key Deliverables:Reduction in interactions through data analysis, gauging customer behavior recommending process enhancements. Enhancing end to end journey to reduce...

  • Mass Retail Experience Lead

    3 weeks ago

    Kolkata, West Bengal, India, West Bengal airtel Full time

    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...

  • Customer Support Executive

    3 weeks ago

    Kolkata, West Bengal, India, West Bengal TP Full time

    Job Title : Customer Support AssociateHiring: International Chat Process Location : Kolkata (Work from Office)Salary : 23/k CTC/month - 18k Take HomeExperience : Fresher and Experienced candidates can Apply. Eligibility:Education: Undergraduates and Graduates are eligible.Excellent written English communication versant 5Willing to work in rotational Night...

  • US-Voice Process customer Service

    4 weeks ago

    Kolkata, West Bengal, India, West Bengal Orcapod Full time

    US Voice Process customer Service (CVS)KolkataLocation- KolkataNP-ImmediateGraduates Mandatory- Regular Shift Timing (Nightshift )NP- Immediate Minimum (6 Months) or Fresher experience navigating multiple/concurrent digital chat interactions. Prior digital/call center experience preferred. Familiarity with Microsoft Office applications. Must possess...

  • Customer Support Associate

    4 weeks ago

    Kolkata, West Bengal, India, West Bengal TP Full time

    Job descriptionJob Title : Customer Support AssociateHiring: International Chat Process Location : Kolkata (Work from Office)Salary : 23/k CTC/month - 18k Take HomeExperience : Fresher and Experienced candidates can Apply.Eligibility:Education: Undergraduates and Graduates are eligible.Excellent written English communication versant 5Willing to work in...

  • Customer Care Executive

    4 weeks ago

    Kolkata, West Bengal, India, West Bengal Career Comfort Full time

    WE’RE HIRING: Process Associate (Night Shift ) Location: Salt Lake, Sector V, Kolkata Shift: Night Shift (Monday to Friday) Process: Inbound Voice – No Sales, No Targets! Why Join Us?✅ Attractive Salary Packages (Gross | In-Hand)Fresher: ₹15,000 | ₹13,8001 Year Exp.: ₹16,000 | ₹14,8002 Years Exp.: ₹17,000 | ₹15,8003 Years Exp.: ₹18,000 |...

  • Customer Support Executive

    5 days ago

    Kolkata, West Bengal, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Criteria:Candidates should be comfortable with WORK FROM OFFICE module.Candidates should be fluent in English & Hindi communication.Typing speed Should be 30/90.Comfortable with Rotational shift (24*7)Graduates are preferred, but undergraduates are also good to go.Both Freshers and Experience candidates can apply.Note that experience candidates must have 1...

  • Experience swift

    1 day ago

    Kolkata, West Bengal, India Adeeba e Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company Description Adeeba E-Services Pvt. Ltd. Is an International Contact center based out of India and US. The company caters to offshore consumers and business entities through Telemarketing services since 2014 within a short span of time the company has built its foundation on high level of customer satisfaction and unmatched services and support...

  • Office Experience

    2 weeks ago

    Kolkata, West Bengal, India Deloitte Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    979526 BVAL Senior Associate Office Experience - Office lead - Executive ManagerKey job responsibilities include the followingLead Office Experience teams in US India offices across India.Manage Facility Managers and team members to ensure they adhere to company's policy and standards in achieving its goals.Lead and provide Supervision over the team on...

  • System Engineer

    4 weeks ago

    Kolkata, West Bengal, India, West Bengal Navsoft Full time

    Shopify developers are experts in building online stores, themes and apps using the Shopify platform. They specialize in frontend development, helping merchants express themselves through web design and delivering customized shopping experiences for the customer.ResponsibilitiesDevelop, customize, and maintain Shopify websites, themes, and apps.Work with...