Customer Excellence Leader

1 week ago

Mumbai, Maharashtra, India beBeeExcellence Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Our company is seeking a Customer Excellence Leader to drive operationalization and execution of customer-centric initiatives.

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Job Summary

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The Customer Excellence Leader will be responsible for building a culture of customer excellence within the organization. This role will drive the operationalization and execution of customer insight processes, ensure adherence to regulatory guidelines, and enhance capabilities through structured training interventions.

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Key Responsibilities

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  • Improve and maintain key performance indicators (KPIs) related to customer satisfaction and experience.">
  • Drive insightful analysis of detractor and voice of customer (VOC) feedback to inform business decisions.">
  • Ensure process audits are conducted regularly and implement robust audit methodologies to manage business risks.">
  • Strategize, implement, and ensure regulatory compliance, driving and implementing regulatory directives as required.">
  • Ensure effective training delivery, coverage, and efficacy, managing training partners as needed.">
  • Carry out circle-level user acceptance tests (UATs) according to UAT protocol guidelines, ensuring correct configurations and checks.">
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Requirements

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To succeed in this role, you will need:

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  • Knowledge and subject matter expertise around our processes and systems.">
  • Ability to lead, influence, create, and work within cross-functional team environments.">
  • Operational experience with all phases of telecom customer life cycle, including call center, back office, and retention.">
  • Graduate or postgraduate degree with a minimum 10+ years of experience in various customer service roles.">
  • Experience managing telecom operations.">
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Benefits

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We offer a dynamic work environment that fosters growth, diversity, and inclusion. Our benefits include competitive compensation, comprehensive training programs, and opportunities for career advancement.

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How to Apply

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If you're passionate about delivering exceptional customer experiences and have the skills and qualifications to excel in this role, please submit your application.

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