The role holder will effectively drive seamless customer experience at call centre by focusing on eliminating defects and meeting all service level agreements.
- Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
- Monitor quality of inbound and service recovery interactions.
- Enforce adherence to quality-of-service guidelines and metrics.
- Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
- Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
- Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
- Act as an interface between the call centre and other departments on all customer facing related issues.
- Conduct periodic surveys on inbound customers to assess levels of satisfaction.
- Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
- Ensure adherence to process compliance.
- Partner management.
- Reporting.
Qualifications
Must have:
- Bachelor’s degree in business / commercial discipline. MBA added advantage.
- A strong understanding of numbers/finance/accounts with excellent MS – Excel skills
- 2 to 4 years of customer experience partner management in a busy environment.
- Telecom experience will be an added advantage.
Skills critical to the role:
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- Attention to detail
- Speed of execution
- Ability to work seamlessly unsupervised.
- Great interpersonal skills
- High levels of Integrity.
- Analytical skills.
- Problem solving skills.
- Excellent communications skills.
- Excellent presentation skills.
- Excellent project management skills.
