Mass Retail Experience Lead

5 days ago

Kolkatta, India airtel Full time

Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined SLAs. The role demands a proactive, data-driven approach and strategic interventions aligned with business goals to elevate the mass retail customer experience. Key Responsibilities: - Improve Customer Experience by fixing common issues and reducing repeated complaints and interaction. - Ensure Timely SR Closures by monitoring and improving SLA adherence. - Enhance Network Experience by working with the network team to resolve issues faster. - Reduce Customer Churn and Port-Outs through better service and retention efforts. - Manage Retention Agencies to ensure effective handling of MNP and customer outreach calls. - Lead the digital adoption agenda by increasing Thanks app penetration and usage of other digital self-care platforms - Collaborate cross-functionally to enhance customer experience and resolve process bottlenecks Skills sets required: - Collaboration - Analytical skills (Data management) - Customer orientation (Customer approach understanding) - Good Communication skills

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