(JQJ827) | Senior Manager - Customer Experience (7-10 yrs) Mumbai (After-Sales / Customer Service)

(JQJ827) | Senior Manager - Customer Experience (7-10 yrs) Mumbai (After-Sales / Customer Service)

25 Dec
Talentcode Consulting

25 Dec

Talentcode Consulting


Key Responsibilities:

- Ensure a seamless process flow from the customer's initial order to the delivery of products and services, and after sales service resolution

- Design and improve customer experience through all channels across categories

- Create and maintain a CRM structure that will work seamlessly across the business and capture crucial information along the sales funnel. Introduce best practices for effective complaint resolution on every platform

- Integrate automation - chatbots, whatsapp for business

- Improve self service options, create FAQs, reduce repeat contact ratio

- Resolve customer complaints on various digital platforms quickly and efficiently

- Keep customers updated on the latest products in order to increase sales

- Make sure the customer database is correctly segmented for targeted marketing activities

Manage the team of customer care executives:

- Reduce dependence on individual executives by creating templates for email responses

- Use tools / metrics to measure and improve productivity and efficiency of team

- Capture customer evaluations on service representatives to ensure constant improvement within the team

- Handle escalations with personal intervention

Develop tools for customer listening, and segment and analyze data to help improve processes and systems across the chain :

- Identify issues and problem areas with packaging to reduce product breakages

- Identify any issues with delivery, logistics

- Capture customer feedback for product improvements

- Capture customer feedback on after purchase experiences and share with relevant teams

Build and maintain relationships with existing and potential customers across all touchpoints:

- Plan and execute CRM strategies to increase customer retention, increase brand loyalty and expand the company brand recall

- Segment customer database for targeted marketing activities

- Increase retention on cancellations

- Make new product information available to customer facing representatives through templates in coordination with new product launches

- Bring in retail customers / customers from other channels into direct communication with the brand

The original job offer can be found in Kit Job:

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