a. Escalation/Complaint management: - Work with stake holders to resolve customer complaints - Provides an exceptional customer experience, should possess excellent communication skills. responsive follow through, and advocacy for customer issues within the support team and other internal departments - Provide end to end escalated case management (RCA &amp; CAPA Format) for every customer complaint - Follow up with customers to ensure provided solution meets their needs - Build rapport and maintain good customer relationships by handling questions and concerns with speed and professionalism. - Conducts situational analysis, gathers information - Establishes priorities and communicate rationale and timeframe clearly to customers - Actively uses and contributes to a growing knowledge base and improve the effectiveness of the information available to the team as well as customers - Identifies gaps in documents, training material, and knowledgebase content for call center representatives and internal contributors - Manages customer expectations through to successful completion of issues- including timely and consistent updates - Makes recommendations, as needed, to management on the suggested internal process or procedure modifications to provide elevating customer experience - Demonstrates empathy - Proactively follow up on escalations with different stakeholders b. Social Media Engagement and Command Center Management: - Drive Enhanced Social media Engagement - Ensure Uptime on on social media properties - Derive insights from Social media engagement - Keeps brands informed about relevant social buzz - Propagate customer engaging buzz through communities and blogs - Study competition and industry buzz to keep brands updated on relevant trends - Optimize the use of dashboards to leverage on real time social buzz c. Outbound Outreach program management - Manage outbound relationship management at the incubator and outbound Partners - Constantly evaluate and improve outbound engagement effectiveness - Increase conversion rate - Identify areas of opportunity to enhanced outreach engagement resulting in repeat business and ease of product purchase journey - Monitor productivity and effectiveness of partner delivery - Identity new opportunities to additional sales - Aligns with cross-functional teams to ensure processes and projects are on track - Overcomes constraints to meet established deadlines d. Call center Engagement: - Ensure hygiene metrics are in place - Ensure call tagging compliance, accurate call tagging and data enrichment at the call center - Report QRC for the process - Audit calls for call quality assurance and development inputs for representatives and processes - Govern SLA for outbound calls - Check for process compliance through mystery calls to the call center - Report trending contributors on QRC - Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. e. RCA: - Study customer journey on complaints received - Identify root causes for defects identified through analysis of complaints - Work with process owners to remove defects identified through RCA - Observe and report impact of changed processes - Document SOP wrt change ion process - Build governance to ensure sustenance of process change adoption f. Customer Experience and Process Changes - Analyze QRC data - Observe trends of customer interactions, identify top contributors - Build RPA to reduce Customer Effort and increase efficiency - Work of automation to make provision for self help options - Identify areas of opportunity impacting customer experience at all touch points - Recommend process changes based on VOC - Deflect customer interaction volumes to cost effective and channels with ease of access g. Enhance Customer Engagement - Build processes to increase customer engagement - Make all touch points desirable by reducing customer effort - Build enduring customer relationships by converting complaint occurrences into customer recovery engagements there by increasing Customer Loyalty - Engaged customers to be measured in terms of repeat customers Key Performance Indicators - CSAT (Customer Satisfaction) - NPS (Net Promoter Score) - Conversion rate - Today Revenue - Social Media Response time and TAT

Bangalore

Titan - Assistant Manager - United Customer Service  

Titan - Assistant Manager - United Customer Service   ,Job Description for Titan - Assistant Manager - United Customer Service   in Titan in  Bangalore for (3-7) years of experience. Apply Now!

Job Description for Titan - Assistant Manager - United Customer Service   in Titan in  Bangalore for (3-7) years of experience. Apply Now!