Customer Experience Team Lead

1 week ago

Gurgaon, Haryana, India Airtel Full time ₹ 8,00,000 - ₹ 25,00,000 per year

Airtel Business.HO>Customer Experience.Service Assurance.Governance- Data Non tech>TL - Customer Experience>Airtel Centre - Gurgaon

Self-driven & engaged operation person to drive operations for connectivity non-technical requests. In this role, person is expected to engage with cross functional team to own end to end resolution of tickets within defined service level and at the same time gather insights from customer interactions and simplify complex process journeys leading to interaction reduction

1) Continuous improvement & monitoring of critical business KPIs through regular dashboards

2) Contribute to digital wave to provide digital solutions to our customers with first time right approach

3) Suggest & re-design process to support circle team service customer seamlessly.

4) Communicate to wider team on development, process enhancement.

5) To be the first level escalation contact to central leadership and to have periodical proactive interactions to prevent surprises & escalations

6) Engage with cross functional stakeholders, partners and execute central driven process improvement plans

Key Deliverables:-

  1. MOPs of critical complex customer journeys
  2. Ensure Adherence of complaint resolution TATs and SLA's by partners and identify weak areas for improvement.
  3. Reduce customer pain by working towards our critical experience gates : Interactions & Repeat
  4. Database management & compliance reporting
Experience LevelSenior Level

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