Smartworks - Customer Experience Role

Role Objective: To work closely with the CEO and respective business heads particularly operations across all our centers and is responsible for offering happy solutions to everyone and Improve overall experience at the workplace by ensuring the quality of service delivery and customer experience is exceptional. This role ensures building a strong culture and maintains happiness across all team members (particularly operations) so that all are playing their part in consistently delivering a superior customer experience to existing and potential customers.

- Responsible for enriched Customer Experience and improve the overall happiness at the workplace focusing on Customer Relations and Customer Retention at existing centres.

- Draw out basic operating standards across caf-, blue-collar staff, front end associates, any client facing executives to ensure standard high-quality customer experience across all our centres

- Analyzing the level of happiness in the workplace and to ensure high quality of service delivery and Operations, using a combination of data analysis, innovation, processes, and strategies.

- Execute business wide initiatives - Define project plans, assemble resources, manage implementation activities, and develop hybrid (standardized/customized) processes associated with customer experience program roll-out and ongoing support.

- Starting with the Customer and working backwards, to build innovative tools, designs, processes, and programs to support the rapidly changing business environment while maintaining an exceptional customer experience.

- Create a collaborative environment among our members through exciting events and partnerships

- As an advocate for the customer ensures customer satisfaction with all touch points within the workplaces and team member/ customer interaction.

- Generating creative ideas for boosting customer happiness (this may involve redesigning the working space)

- Identify new opportunities - Partner with the cross-functional business teams and CS Operations across India to assess and prioritize program needs based on rapidly changing business requirements, develop business case for new initiatives.

- Manage multiple program areas in Customer Service and Operations - track delivery against program objectives and implement proposals to improve program services and efficiency.

- Contributes to the overall revenue of the company by identifying opportunities and actively up-selling/cross selling services.

- Thinking out of the box, making sure work environment is always positive, thriving and productive.

- The ideal candidate is entrepreneurial, taking ownership with a start-up mindset, multi-tasking, ability to conceptualize, implement new processes, create - update - follow up, attention to detail, working under stringent deadlines and aggregating and interpreting data.

- High level of emotional understanding, an outgoing personality and a natural interest in people

- The ability and interest in motivating and inspiring others to do their best every single day

- Operational depth also required - will need to work with different teams / businesses to roll out Customer-centric Programs.

- Demonstrated leadership and vision in managing staff groups with strong decision-making skills

- Compassionate and emotionally intelligent with a deep sense of cultural awareness

- Strong presentation, communication and relationship including PR skills.

- Ability to wear multiple hats skills wise to co-ordinate with various teams

- Conflict resolution and adaptation skills; ability to engage with customer and community impeccably.

- Passion and excited to work for a fast-paced environment with consistent change

- With a fantastic can-do attitude, experienced in hands-on implementation, and effective in building / growing a community of happy people.

- A good business sense, because at the end of the end of the day, happiness initiatives should boost the organizations business performance