Customer Experience

7 days ago

west bengal, India airtel Full time

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 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

    8 hours ago

    west bengal, India 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...

  • Customer Experience Executive

    6 days ago

    Kolkata, West Bengal, India Boost Tech Full time

    **"We are hiring for Leading Power Industry"** **Job Role : Customer Experience Executive** **Job Location : Kolkata** **Experience : 2 Years** **Qualification : Any Graduate** **Experience in similar field required ( Gensets/ Automobile )** **Job Brief**: The major job description is mentioned below - Call to internal team to track the movement - Call to...

  • Customer Experience

    5 days ago

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

    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...

  • Trainer – Customer Experience

    4 days ago

    Kolkata metropolitan area, West Bengal, India Crizac Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company Description:-Crizac Ltd is a leading education platform offering international student recruitment solutions to institutions in the United Kingdom, Canada, Republic of Ireland, Australia, and New Zealand. Established in 2011, Crizac aims to bridge the gap between a vast network of agents and global universities. Our platform enables agents to expand...

  • Mass Retail Experience Lead

    3 days ago

    west bengal, India 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...

  • Mass Retail Experience Lead

    2 days ago

    west bengal, India 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...

  • Experience Customer Service Representative

    1 week ago

    Bidhannagar, Kolkata, West Bengal, India Mindsphere IT Solution Pvt Ltd Full time

    _**Job description**_ Greetings from Mindsphere It solution pvt ltd We have immediate requirements for the post of Australian Lead Genaration process for our **International Outbound Voice Process -** **VACANCIES ARE AVAILABLE FOR FIXED MORNING SHIFT.** **Responsibilities and Duties** - Job Position - Customer Service Executive for Technical Support -...

  • Customer Experience Manager

    13 hours ago

    Andheri West, Mumbai, Maharashtra, India Care Plus Facility Private Limited Full time ₹ 20,000 - ₹ 25,000 per year

    Job Summary:We are looking for a passionate and customer-centric Customer Experience Manager to lead initiatives that enhance customer satisfaction, loyalty, and advocacy. You will be responsible for building and improving customer journeys, resolving complex issues, and ensuring a seamless and engaging experience across all touchpoints.Key...

  • Customer Service Assistant

    2 weeks ago

    Park Street, Kolkata, West Bengal, India Proviso Full time

    **Key Responsibilities**: - Respond to client queries and resolve issues efficiently. - Maintain records in the CRM and escalate complex cases. - Collaborate with internal teams to enhance customer experience. - Provide product guidance and follow up on client concerns. **Requirements**: - Experience in customer service or client support. - Strong...

  • Customer Care Executive

    7 days ago

    west bengal, India Niftel Communications Full time

    Company DescriptionNiftel Communications is a technology-driven BPO company established in 2010, with over 6000 seats worldwide. Niftel BPO combines world-class technology, expertise, and process skills to meet client requirements 24/7 in fields like Finance, Insurance, Claims, and Energy. Led by Founder-Director Mr. Farukh Shah, Niftel Communications is...