
Chief Customer Experience Officer
8 hours ago
We are seeking a dynamic and experienced operations professional to lead our 24x7 customer support center.
- Leadership and Team Management:
- Lead and manage a team handling complaints, escalations, and general inquiries.
- Ensure optimal staffing and shift rotations to maintain uninterrupted service.
- Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
- Identify training needs and conduct regular upskilling sessions.
- Roadside Assistance (RSA) Operations:
- Manage third-party RSA vendors to ensure SLA adherence and service quality.
- Collaborate with field teams and dealers to resolve escalations and meet defined KPIs.
- Product Complaints Management:
- Oversee the end-to-end handling of product-related complaints.
- Coordinate with relevant teams for timely and effective resolution.
- General Inquiry Management:
- Supervise accurate and timely responses to customer queries.
- Maintain and update a centralized knowledge base to support agents.
- Escalation Handling:
- Ensure prompt acknowledgment and resolution of escalation emails.
- Conduct root cause analysis to identify recurring issues and implement corrective actions.
- Post Service Feedback (PSF):
- Ensure timely collection of PSF through structured calls and surveys.
- Analyse feedback data and share insights with respective teams for service enhancement.
- Reporting and Analytics:
- Maintain real-time dashboards for RSA, complaints, PSF, and inquiries.
- Generate and present periodic performance reports with actionable insights.
- Compliance and Quality Assurance:
- Ensure adherence to regulatory standards and internal policies.
- Implement quality monitoring programs to ensure service consistency.
- Crisis Management:
- Develop and maintain emergency response protocols for service disruptions.
- Regularly update contingency plans for high call volumes, system outages, etc.
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