(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
|
Mumbai

25 Dec

Talentcode Consulting

Mumbai

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:
https://www.kitjob.in/job/20487495/jqj827-senior-manager-customer-experience-7-10-yrs-mumbai-after-sales-customer-service-mumbai/?utm_source=html

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