Site Customer Experience Lead

3 weeks ago


Indore, Madhya Pradesh, India ScaleneWorks Full time

Roles & Responsibilities

The incumbent will be responsible for managing the end-to-end customer relationship journey and NPS. This includes ensuring timely sale-related documentation collections and resolution of customer issues.

Financial

The incumbent will devise and distribute collection targets based on AOP projections and strategize collection projections for the month.

Operational

The incumbent will monitor and supervise daily activities of each team member to ensure adherence to internally defined SOPs and timelines. They will also be responsible for meeting collection targets, monitoring daily grievances and escalations, and ensuring timely and accurate solutions are provided by team members.

Site Based Customer Engagement

The incumbent will maintain a high Net Promoter Score from customers and coordinate with other functions to resolve customer issues.

People

The incumbent will define and set work objectives for team members, balance work allocation, and conduct regular performance reviews. They will also complete performance appraisals and carry out team-building and engagement activities.

Process Adherence & Improvement

The incumbent will identify processes that need improvement, recommend process improvement ideas, and undertake process improvement activities in their work area.



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