- The Executive - Customer Experience is responsible for client retention, renewals & price increase, up-selling and Compliant Management related to commercial clients.
- The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
- Drive client retention by maximizing renewals, implementing value-based price increases, and identifying up-selling opportunities.
- Follow the Advance Renewal process in the Renewal Portal to ensure timely quotation submission and effective implementation of approved price increases.
- Complaint Management: Identify, register, and resolve customer complaints within the defined turnaround time (TAT). Ensure all complaints are logged through the Complaint QR system and followed through to timely resolution.
- Alert Account Management: Identify at-risk customer accounts, evaluate revival opportunities, and work closely with branch teams to implement effective customer retention strategies.
- Customer Experience Improvement:
Provide data-driven recommendations and actionable insights to branch teams to improve service quality, customer satisfaction, and overal customer experience.
- Conduct regular account reviews and terminate non-renewed accounts as per the company termination policy.
- Manage customer interactions, account reviews, and service quality surveys to enhance customer satisfaction and retention.
- Act as the primary liaison between customers and the operations team to ensure seamlessservice delivery and issue resolution.
- Drive lead generation and identify cross-selling/up-selling opportunities through regular customer engagement.
- Monitor and support the reduction of outstanding receivables by coordinating timely customer follow-ups and payment collections.
- Monitor and improve Customer Voice Count (CVC) by conducting regular customer satisfaction surveys and ensuring quality feedback collection.
Key Result Areas:
- Customer Contact Management
- Customer Satisfaction
- End to End Renewal Management
- Effective Followups