ElderFLY Healthtech | Associate manager

2 weeks ago

india ElderFLY Healthtech Full time

Job Title: Associate manager - Customer Experience & Vendor Operations

Department: Customer Experience/Operations

Salary Offered : 5-7 lakhs

Location: Electronic City, Phase 2, Bangalore

Reports To: Customer Experience Manager


Summary:

We are seeking a driven and customer-centric Operations professional with an MBA and 2+ years of experience to elevate our customer experience and vendor operations. This role requires a passion for exceeding customer expectations, a strong analytical mindset, and a knack for identifying and implementing operational improvements that enhance the customer journey.

Responsibilities:

  • Journey Mapping: Analyze the end-to-end customer journey, identify pain points, and develop strategies to optimize key touchpoints for a seamless and positive experience.
  • Process Improvement: Evaluate existing customer service processes, identify areas for improvement, and implement solutions to enhance efficiency, reduce customer effort, and increase satisfaction.
  • Performance Monitoring: Track key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer churn rate. Analyze trends and identify areas for intervention.
  • Feedback Analysis: Gather and analyze customer feedback from various channels (surveys, reviews, social media) to identify recurring issues, understand customer sentiment, and inform improvement initiatives.
  • Content Optimization: Contribute to the development and optimization of customer-facing content, such as help articles, FAQs, and knowledge base resources, to empower customers with self-service options.
  • Team Collaboration: Collaborate effectively with customer support teams, marketing, and product development to ensure alignment and a consistent customer experience across all touchpoints.

Qualifications:

  • MBA or Equivalent qualification
  • 2+ years of experience in a customer experience, customer service, or operations role.
  • Strong understanding of customer experience principles and best practices.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proficient in data analysis and reporting.
  • Excellent communication, interpersonal, and presentation skills.
  • Strong organizational and time management skills.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Bonus Points:

  • Experience in the e-commerce, Hospitality or Healthcare domains
  • Familiarity with customer experience tools and technologies
  • Experience with process improvement methodologies

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Be a part of a customer-centric organization that values employee contributions.


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