About the role
Job Role
- The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
- S/he will have to identify customer pain areas across the Customer journey.
- Prioritize & resolve the customer issues by simplifying process, relook at policies / practices
- Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
- Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement
- Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience
Job Requirements
- Customer orientation - Essential
- Problem solving / Analytical – Essential
- Project management skills – Essential
- Result Orientation – Essential
- Understanding of business - preferable
- Appreciation of technology – preferable
- Good communication skills – written and oral