Head of Customer Success

2 months ago

Kochi, India HTIC Global Full time

The primary function of the role is to review and analyze current customer experience and make sure that it is as per the set standards in all channels of service delivery and customer touch points. The role is to make sure that the customer service standards is maintained consistently and to reduce customer complaints and increase customer reviews. (Eg: If a customer is promised to get a call back, we need to make sure that they get the call back). The role is expected to achieve the goal by consistent feedback, training and auditing.

 Duties and responsibilities                                                                                                         

Responsibility

·         Primary:

o    Develop a customer experience standard and process meeting the

o    Make sure that customer gets a seamless experience which reduces customer complaints and increases positive feedbacks

·         Secondary

o    Develop the CRM initiatives of engaging and consistent communication with the customer

o    Manage the loyalty program and motivate customers to jump to respective hierarchy

§   Identify, recognize and appreciate loyal customers with feedbacks and initiatives

o    Bring in initiatives like customer brand ambassadors

Duties

·         Setting up customer service standards in all customer channels and touchpoints

o    Customer channels: Call center, website, retail offices,

o    Touch points: Emails, chats, whatsapp, Facebook, Airports, Vouchers

·         Making sure that the service standards are maintained through

o    Audit of customer channels and touchpoints and Feedbacks and correction

o    Identification of weaker areas and fixing the process (For eg: If any of the consultants give wrong information to customer, liaise with the respective division to make sure information is made available for proper functioning)

o    Training on all aspects to maintain customer experience

·         Case Management: Making sure that all complaints from all customer touchpoints and channels are taken care

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