Own and drive the end-to-end customer experience for all food & beverage (F&B;) touchpoints across every asset operated by Semolina Kitchens Limited. The role ensures that customer experience (CX) scores meet or exceed organizational targets and that complaints are captured, resolved, and closed within defined service-level agreements (SLAs).
Key Responsibilities
Manage Customer Escalations, govern contact centre support teams
Conduct weekly meetings with regional teams
Prepare exec level summary for all FnB related complaints
Maintain NPS scores and track region wise customer complaint, survey counts and Ensure RCAs are completed on all complaints
Maintain scores and opportunities from Mystery shopping audits and ensure that the necessary corrective actions are taken by leveraging on cross functional teams
Preferred candidate profile
Minimum 5 Years of Customer Service Experience in F&B;/ Hotel/Food Ordering Platforms
2.Analytical Reporting
Call Centre Management
Solid Understanding of NPA/ CSAT
Solid Understanding of Google Analytics
Excellent Communication & Interpersonal Skill