Team Member-customer Experience-support
6 days ago
Grade: M5/M6
Job Role
- The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
- S/he will have to identify customer pain areas across the Customer journey.
- Prioritize & resolve the customer issues by simplifying process, relook at policies / practices
- Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
- Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement
- Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience
Job Requirements
- Customer orientation - Essential
- Problem solving / Analytical - Essential
- Project management skills - Essential
- Result Orientation - Essential
- Understanding of business - preferable
- Appreciation of technology - preferable
- Good communication skills - written and oral
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