Transforming Customer Experience
9 hours ago
We are seeking a seasoned Customer Experience Specialist to drive customer satisfaction and implement strategies to enhance their experience.
- End-to-end ownership of Top B2B customers' service experience is crucial for this role.
- Key performance indicators (KPIs) such as repeat rate, fault rate, Mean Time To Resolve (MTTR), and Raw Service Level Agreement (SLA) will be the driving force for this position.
- Collaboration with customers and business teams is vital for handling key escalations and ensuring timely resolutions.
- Maintaining strong partnerships with Microsoft partners to improve customer experience is also essential.
- Cross-functional coordination and end-to-end closure of service issues require effective communication and problem-solving skills.
- Escalations from end customers must be handled promptly, and the specialist should ensure timely connections.
- The successful candidate should have expertise in NAM framework effectiveness.
A qualified candidate should possess:
- At least 12 years of overall experience in customer-facing roles.
- Direct experience working with enterprises is highly desirable.
- Significant experience in transmission and transport optics is required.
- The ideal candidate should be available to work in Manesar, preferably on-site.
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