Only 24h Left: Customer Relationship Management Executive

3 weeks ago

Chennai, Tamil Nadu, India Workafella Full time
Job Description

Role Summary - Client experience executive bridges the gap between the brand they represent for and the customers. It is their job to ensure that customer experience is engaging, efficient, and effective. They make sure that customer satisfaction and retentions are achieved, gaining better good will amongst the customers. Typically, they focus on designing and keep improving the customer experience constantly. Manages the strategic design, implementation and optimization of customer experience programs and initiatives that ensure a best in class customer experience.

Roles & Responsibilities

- Service Level Excellence & Audits o Establishing brand Standards and maintaining the same. o Ensuring the standards for all touch points are followed and are uniformed.
- Centre level service audits conducted and reports presented on the same. o Setup the escalation matrix for all feedbacks and complaints
- Research best practices, establish metrics, collect and analyse customer data and feedback.
- Constantly keep evaluating customer touch points and develop the same.

Client Feedbacks & Complaints

- Highlighting the centre level challenges and route it for resolutions.
- Become as the bridge and coordinate with the central strategic teams and the centre teams.
- Handling top Key accounts of clients and servicing.
- Handling internal ticketing system and addressing the complaints and feedbacks raised on the portal.
- Dealing all customer complaints and analysing the RCA
- Analysing the processes and developing further to ease the experience.

Key Accounts Handling

- Handling payment collections of key clients and ironing out the causes of the delay in the centres.
- Represents the customer experience vision and defines the goals to the centre teams for a consistent end to end customer experience at the centre level.
- Working with the centre teams for operational solutions and assist in day to day activities.

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