Customer Care Officer

1 week ago

Kolkata West Bengal, India Unilever Full time

**CCO Job Responsibilities**:
**Department: W & AW**

**Job Position: Customer Care Officer**

**WL:1A**

**Location: Patna**

**CCO Responsibilities**
- Delivering Superior Consumer Experience
- Consumer Retention and Acquisition
- Developing the Capabilities of LSP TL / LSP and LSP Technician

**Delivering Superior Consumer Experience**:

- LSP Infra: Managing the LSP Infra to deliver consumer experience.
- Delivering Prompt Service: Religiously monitoring the pendency and driving 100% TAT delivery
- Delivering Service Quality: Tracking the service quality and ensure First Time Right.
- Updating Quality Feedback: Monitoring the complaints closure in Web/App and to ensure 100% proper categorization of complaints in the system.
- Driving C-Sat Score: Delivering the superior consumer experience and to improve the C-Sat Score.Driving.
- New Initiatives: Efficiently drive new initiatives aligned with business goals. Managing the Consumer Base: Understanding the consumer base in his territory category wise, device SKU wise, consumer consumption pattern wise and the importance of consumer retention.
- Driving the GKK Repeat Purchase: Drive repeat purchase by sharing the consumer data who are due for purchase with the LSPs and religiously monitor the progress of the activity.
- Ensure > 75% consumer retention.Drop Out categorization: Understand the reasons for drop out and properly categorize the consumers based on the reasons for corrective actions.
- Improve the consumer retention: Implement the corrective actions on ground, fine tune the process based on the ground requirement to achieve higher consumer retention.
- Lead Management: Setting up and managing the LSP infra for leads conversions.
- Lead Conversion: Drive Speed to Reach and lead conversions by monitoring /reviewing the lead business with the LSPs.Drive Upgrade: Understanding the upgrade opportunity and drive upgrades by training the technicians on ODPEC.

**Capability Development of the LSP /LSP TL / LSP Technician**:
1.Product Training: Conducting structured product training programs covering the Product technology, troubleshooting procedure and closure of complaints in the CRM.

2.Imparting Service Culture: Driving the Service Culture to deliver superior consumer experience in the consumer life cycle journey by
- Consumer First AttitudeDelivering Prompt Service
- Driving Desired Technician Productivity
- Importance of Technician Grooming
- Adherence of Complaint Escalation Matrix
- Importance of providing Quality Feedback
- Importance of tool Bag and Spares C-Sat Score

3. Consumer Retention and Consumer acquisition: Imparting the importance of consumer retention and acquisition. Guide the extended team to improve the retention and conversions by training them on ground doing live consumer visits.

**2. RESOURCE TO BE MANAGED UNDER POSITIONS AUTHORITY**
- LSP Team Leader
- Back office co-ordinator
- License Service Providers
- Service ZSOs

**3. LATERAL CONTACTS**

(key individuals, teams within the concern whose collaboration is needed on a permanent basis by the position).

Team:

- Supply Chain team
- Sales Team
- Quality Team

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