Risk Management: Detect early signals of risks address them, and provide path to escalation
Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:
- Relay customer feedback to the Product team and Business stakeholders
- Align with the Support team on resolution of major cases and report bugs to technical team
- Provide feedback to Business on the readiness of solutions that improves customer’s experience
- Help the Technical team overcome any delays in system implementation by participating in UATs as and when required
Required Skills to be successful:-
- Leadership Skills.
- Negotiation Influencing Skills.
- Interpersonal Skills.
- Team Management Skills.
- Excellent written and verbal communication skills
- Problem analysis and problem-solving
- Information management
- Formal presentation skills
- Persuasiveness
- Adaptability
- Innovation
- Judgment
- Decision-making
- Proficiency in communication & computer literacy are prerequisites.
What equips you for the role:
- Minimum 8-10 years s ignificant experience in Customer Service and Customer Experience
- Degree/higher level qualification in business/operations/customer experience
- Management and people development experience
- Data and Analytics experience and knowledge of how to determine trends from Data
- SAP or similar experience
- High level of MS Office
- Experience on NPS programs
- Excellent data and trend analysis skills