7 years of experience in Customer Service Industry that revolves around Call Center Operations, Customer Experience Management, CRM, Retention, Process Re-engineering, functionality of different domains in customer services division and People management.
Work in close collaboration with other internal teams to identify and priorities customer experience projects.
Degrow Call center Calls (CPC) and reduction in Complaints (CoPC)
Manage NPS and devising strategies accordingly.
Be accountable for the successful end-to-end project management and delivery of customer experience projects.
Champion the customer through all our customer journeys, identifying their needs and expectations.
Share all insights with a multi-functional team consisting of heads of department for Asset Management, Property, IT, Customer Service, Operations and Communications.
Using research, insight and business information to generate initiatives and proposals that will elevate our customers’ experience.
Constantly reviewing and measuring the customer journey and our delivery along it. By centre, observing where service or experience can be improved.
Owning the entire customer journey, on line and off line. Working across the organisation to improve the experience and deliver a world class experience.
Collate the raw ideas from the centres, the central team and the insight program, take these ideas from concept through the full deployment.
Own and develop metric and measurement techniques that will enable to constantly and consistently measure the customers experience.
I suppose to ensure best customer experience by our staff, identify obstacles and take appropriate measures on day-to-day basis.
Manage service levels as per defined SLAs.
Ensure agents are meeting attendance requirements and are adhering to floor ethics
Deliver performance of team members at or above standards and highlight non performers.
Devise effective plans for agent development.
Ensure Courtesy & FCR.
Responsible for gathering and highlighting trends, hot issues and irate customer’s complaints to management and coordinate with relevant department.
Operational tasks (Daily Routine Report) closed within TAT and overall Quality.
To keep agents abreast of all current issues and updates to be discussed in refresher sessions and many more.
First Interface with the walk-in customers and Floor Greeting at the Service Center.
To explain all kinds of tariffs to customer and to sell prepaid and postpaid connections at front line customer services.
To understand and implement the CS policies & procedures in practice and spirit.
To meet all pre-defined Service Standards – assigned KPIs.
To remain updated on all current policies, procedures, promotions, products, and value added services offered by the company.
To take ownership and ensure resolution of customer complaints. Follow up on all cases cited by the customer as first interface.
Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of company.