Plan and develop a framework for customer service delivery across ASCs and Branded Retail outlets and establish control mechanisms for the same for ensuring high CSAT across all touch points.
Control and manage Circle Teams and Business Partners to ensure consistent achievement of Business and Service Excellence objectives & KPI's at the retail.
- Resolution of complaints at ASCs within defined TATs.
- Percentage of customers who stop using services due to poor after sales service.
- Customer Satisfaction at ASCs and BROs - equal weightage to both.
- Distributor and Retailer SAT.
- Accuracy of SRs, SLA adherence, Repeat %age.
- Training of Product at the Contact Centre.
- Resolution of Complaints within the specified TAT at the Contact Centre.
- Provide Service Support to the BR outlets, helping them enhance their revenues.
- Resolution of all Associated Device related issues.
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