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28/07 Srishti Tandon
Principal Talent Acquisition at Zyoin Web Pvt Ltd

Views:3925 Applications:426 Rec. Actions:Recruiter Actions:4

Director - Customer Support (8-15 yrs)

Bangalore Job Code: 241673

Director of Customer Experience :

- Leading the Issue Resolution Desk handling various customer queries, requests & complaints & providing a resolution to the end customers within the agreed turn around time. Source of issue inflow - Service Request, Customer Care Email, Feedback, Facebook, Twitter, CEO Escalation etc.

- Ensuring compliance with the service level agreement and targeting a reduction in the complaint & repeat percentage through process correction & analysis.

- Successfully maintained an overall escalation closure SLA - =98% and ensuring end to end quality resolution.

- Spearheading the responsibility for managing the Call Quality Assurance Team.

- Driving the Overall Call Quality for the entire Customer Delivery Team, Dispatch Team & Operator Escalation Desk thus contributing towards the improvement of the end Customer Satisfaction scores.

- Leading the Training Team. Responsible for imparting product & process training to various teams - Delivery, IRD, Dispatch, Operator Escalation Desk, Operators & Drivers.

Key responsibility :

- To smoothly manage the end to end Customer Experience operation & enhance the performance level.

- Ownership of day to day operations, ensuring that all deliverables are met based on the SLA.

- Contributing towards various process correction & bridging process gaps if any for a controlled operation.

- Preparing SOP`s for all new implementations for smooth operational process.

- Weekly/Monthly review with the Management Team.

- Monitoring & mentoring the performance of the team members to ensure efficiency in process operations.

- Constantly prepare inputs for the betterment of the process.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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