Head - Service Excellence
Experience: 10+ years.
Qualification: Graduate/Masters
Industry: Hospitality/Hotel
Please find the Job description below:
- Work in line with customer-facing employees to ensure high quality customer interface, digitize customer interactions & work on ensuring customer delight in every customer work flow.
- Identify & reduce drivers of dissatisfaction from Customers & find enhancers to ensure customer delight.
- Train all customer-facing employees and empower to convert daily customer interaction into a great Customer Experience.
- Guide & train OP & IP team to meet and greet customer to benchmark the quality of service as per company tandard.
- Designing learning courses and conducting workshops for customer facing employees.
- Look into areas of infrastructure & food as customer delight opportunities and revolutionize the same.
- Streamline by creating a robust feedback mechanism that has all the listening and learning ports available to capture Customer feedback from all touch points.
- Customize framework that captures feedback and converts them into qualitative & quantitative data that is best to use for developing and improving services to drive Customer Experience.
- Chart out training needs & mapping customer and employee engagement to raise the bar on Customer Experience.
- Provide insights to transform structure, process, people and culture withcompany.
- Be a customer service evangelist, championing the use of best practices to engender a customer service mindset from the top down.
- Stay up to date with the latest practices with competitors on customer service & look for parallels on great customer experience in other industries.
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