Customer happiness officer
4 weeks ago
Job Scope:
The Customer Happiness Team will be responsible for keeping a consistently upbeat, sympathetic, and professional attitude with consumers, swiftly answering client questions, use a variety of avenues to reach out to clients, addressing client complaints after they are acknowledged, providing customer service—it’s about ensuring “100% Customer Happiness.”
Job Responsibilities
The three main areas the CHT members (CHTM) will be involved with are:
1. DC VISITS
The CHTM should show a good depth of understanding of all components of a DC and know how each component works together to form a complete DC. He/she is not expected to operate any individual equipment or demonstrate its working.
The CHTM will, after understanding the requirement, will conduct a tour of the facility with special focus on the visitor’s requirements. The CHTM should be able to take questions from the visitor and answer them. If not, the query should be forwarded to the person capable of answering this.
The CHTM should also be able to sit for lunch with the visitors and on the whole, make the visitor have a very pleasant experience at Yotta data centers.
After the tour, the CHTM should be able to ensure that appropriate gifts are given, and the feedback via QR code is filled in.
Any visitor observations during the tour should be escalated to the respective domain leaders.
Right throughout the tour, the CHTM is responsible for DC security, both for visitor and accompanying sales members, and is also responsible for safety of both the DC and the visitors. Any concern should be brought to the attention of senior staff immediately.
2. CUSTOMER REPORTS :
There are two types of report generation. The first is a general report for most customers where a standard format is followed and meets the requirement of most customers. The second will be specific to larger customers where the reports are tailor made to their purchase order and are more complex and technical. They type of CHTM could be different in both cases. The CHTM for the second case will need to be technically qualified and having experience to hold such complex customers.
The CHTM should be able to prepare monthly, quarterly, or specific reports for all customers. Reports should go out by the date scheduled.
The reports will be for both Colocation and IT customers
For the report generation, he/she should be able to interact with various teams and HODs to source the required information.
The CHTM should also be able to act as a single point of contact with the customer. Customers will call in 24*7. The role is to understand the requirements and ensure that the right department is patched through, and the progress of the request tracked, and the real-time status updated to the customer.
The CHTM is required to call or visit the customer and obtain feedback on the report each month.
The type/number of customers that each CSTM handles will be decided jointly between CHTM and HOD/EVPITO
3. CUSTOMER EXPERIENCE:
The CHTM will be the SPOC for customers. The CHTM will be assisted in this role currently by the senior members of the team, and later on by specialized SMEs. The type/number of customers that each CSTM handles will be decided jointly between CHTM and HOD/EVPITO
The CHTM will start interacting with the customer right from the SOF Project stage and ensure that updates on the project status is provided to the customer as per customer expectations and timelines are met.
If there are customer escalations, the right departments should be roped in to tackle the escalation and constant feedback should be provided.
To enhance customer experience, the CHTM will be required to host events for the customer on a periodical basis – different types of events for different segments of customers.
A unique project of the CHT is its “Surprise and Delight” moments. In an effort to bring people closer to the Yotta brand, the CHTM will look for opportunities to provide specially tailored moments to brighten someone’s day. Examples include birthday wishes, a thank you or ‘sorry’ card for appreciation/delays, welcome kits for new customers, etc.
Must Have Skill:
Effective interpersonal and speaking skills
Good communication skills both written verbal
Good technical skills and should be aware of current technology
Resilience to work under tight deadlines and under pressure
High level of discretion, confidentiality, and ethics
Strong written and verbal communication/presentation skills and can convey messages expressively and clearly to operation team
Follow & commit with Yotta’s Policy statements (eg. QMS/EMS/OHS/ISMS/PIMS/ITSM etc)
Undertake applicable training as communicated from time to time.
Participation in Risk assessment process, contribute in achieving departmental & management system objectives & Assist in maintaining PIMS controls throughout personal data lifecycle.
Behavioral Attributes:
Action Orientation & Accountability
Art of Skillful Conversation
Creativity & Problem Solving
Business Acumen
Dealing with ambiguity
Learning on the fly
Building Trust
Customer Focus
Intellectual Horsepower
Prioritizing, Planning & Organizing
Process–Quality Excellence
Listening, Sensing, Observing
Building Collaborative Relationships
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