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Mgr. Customer Support - Railways - HSD

2.00 to 5.00 Years   Vadodara   07 Feb, 2022
Reliance Industries Ltd
Job LocationVadodara
EducationNot Mentioned
SalaryNot Disclosed
IndustryManufacturing
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    • Posted Date :03 Jan 2022
    • Function/Business Area :Refining & Marketing
    • Location :Vadodara
    Job Responsibilities :.Set up a comprehensive CRM program for the retail business. Develop service standards at all customer touch points and delivery strategy across customer touch points to ensure optimum service levels and customer satisfaction.To lead and monitor change in customer facing processes and designing of new processes based on Customer feedback received through Customer Feedback forms, Mystery Customer studies and Customer Satisfaction studies1. Develop an innovative, effective and efficient Customer Care program, across all customer touch points# Ensure 100% customer complaint resolution (through e-CRM / Call Centre)# Conduct MCA / CSI studies (RO, TCC, A1 Plaza, Call Centre) # finalize questionnaire(s), conduct field briefings, compile findings and present results to Management / field teams# Integrate all technologies at customer touch points to get one view of the customer and manage strategy & deployment with the contact centre2. Develop service standards at all Customer touch points and delivery strategy across Customer touch points to ensure optimum service levels and Customer satisfaction# Develop and implement white-glove checklists for evaluation of product and service delivery at various customer touch points# Based on CSI studies monitor and implement changes in processes from product and service managers on the field and the contact centre# Develop and implement consistent and economical monitoring system for delivery of Product and Service promises to the customer3. Responsible for developing and implementing consistent and economical monitoring system for delivery of Product and Service promises to the Customer4. Based on Customer feedback and CSI studies recommend and lead process changes.# Monitor and implement these changes in processes from Product and Service Managers to field and the contact centre5. Identification of new opportunities to create moments of magic for Customers at Customer touch points6. Implementation of segment specific Loyalty Programs to acquire and retain loyal retail customers# Implementation of customer segment specific loyalty programme ( Mechanic, Lubes ,fuel (HSD / ALPG), Bus Owners/ A1 Driver Bonus programmes# Operating the loyalty programme for specific customer segment.# Design & implement various promotions and schemes for customer enrolment, acquisition and activation.# Designing and production of various program collaterals Co-ordinate development of communication and production of cards, brochures, application forms, and other program collaterals including newsletters, training manuals etc.7. Building systems and processes to ensure delivery of loyalty programs objectives.# Setting up backend processes to take care of communication and redemption.# Recommend IT department for re-development initiatives i.e. Modification in existing loyalty engine and its features.# Test the Loyalty Engine for robustness and integrity of functionality.# Redefining customer requirement specifications for change for all loyalty interfaces (internal / external).# Review and revise the processes to suit the changing business / IT scenario.Education Requirement :Required MBA with relevant expExperience Requirement :2-5 years of experienceSkills & Competencies : Self-Motivated with learning agilityOrganizing and co-ordinating skill, Good Communicator. Positive Attitude, Dedication, willingness to walk the extra mile to achieve excellence.,

Keyskills :
adobe creative suitecustomer complaint resolutioncustomer careservice levelscustomer supportservice deliveryloyalty programstraining manuals

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