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Deputy Manager - Customer Experience

3.00 to 5.00 Years   Mumbai City   23 May, 2023
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    The Job role involves taking care of various operations. It predominantly requires ensuring seamless MRC Operations, Creation of MIS for field on various concern parameters, conducting Audits, looking at trends by using various analytical tools and suggesting improvements, obtaining and sharing feedback o various teams on customer experience.- Call Centre - Ensure seamless MRC Operations & Review Daily / Weekly /Monthly numbers - Review Processes and suggest Changes from time to time to suit / meet the ever increasing customer demand, Optimize performance and be a cost leader - Support effectively to derive best outputs from Inbound and Breakdown assistance call centre operations - Drive Quality and Customer Experience through continuous improvements in Interaction Quality - Monitor Social Media Response - Efficiency and Quality and Review various aspects of Response Management Performance - Drive Quality Responses & First Time Resolution - Field Support - MIS on Various Concern Management related performances, DMS Improvement Support - Audits & Analytics - RCA Accuracy Audits, Concern Management Trends, Concern Trends, Social Media Trends - Interdepartmental Liasoning - Obtaining and Sharing feedback with Cross functions on CX (Brand / Sales / DMS / IT) - Vendor Management - Liaise with vendors and derive best performance outputs Qualifications Diploma in Engineering/BE (Auto/Mech./Production.)/Graduate Experience 3-5 Years in Automobile Industry (CRM Profiles), Airlines, HospitalityPrimary Skills (Functiona)
    • Designing & Implementing Customer Experience
    • Customer Care & Service Management
    • Manpower Management
    • Project Management
    Secondary Skills (Functional)
    • Financial Management
    Behavioural Competencies/ Skills
    • Customer Focus
    • Relationship Management
    • Result Orientation with Execution Excellence
    • Excellent Spoken and Written Communication
    Job Segment: Engineer, Field Service, Engineering, Manufacturing ,

Keyskills :
misfinanceinsurancecontinuous improvement facilitationdocumentation

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