Job Description
Core Responsibilities:

  • Drive customer experience initiatives at all customer touch points – Contact centre, Digital Platforms, Point of Sale – Constantly iterating user experience, driving digital adoption, pro-active customer servicing
  • Set up comprehensive customer experience measurement program with sole focus on Net Promoter Score – Designing intuitive surveys driving tech integrations, analyse feedback, derive actionable projects
  • Undertake improvement/automation projects to improve internal efficiency impacting customer experience
  • Own exhaustive customer communication from pre-sales to post sales – developing communication content, managing communication automation through the customer journey
  • Launch new self-service channels like Whatsapp, chatbot (for internal and external customers/employees) leading to enhanced customer experience, Creating BRD and UAT testing end to end till production movement.

Desired Experience: 10-15 years of experience in customer service/quality/retail assets
Graduate : Yes Masters/Postgraduate: Optional


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