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10/03 HR
HR Manager at Cars24

Views:3621 Applications:544 Rec. Actions:Recruiter Actions:47

Cars24.com - Customer Success Manager (3-9 yrs)

Gurgaon/Gurugram Job Code: 549736

6 days working -

- Define objectives and targets for the outsourced customer service team

- Consistently improve the key business metrics through various campaigns

- Understand customer issues and improve processes to resolve them quickly and efficiently

- Coordinate with other business teams to improve customer grievance system

- Provide strategic customer insights through direct intervention in all channels and data analysis

- Establish critical goals, or other key customer performance indicators, and follow disciplined playbook planning, proactive health monitoring and regular risk troubleshooting.

- Lead the development and execution of action plans to achieve identified customer outcomes

- Manage customer interactions in a manner that establishes credibility and trust.

- Achieve customer success performance goals, including 70%+ NPS, reduced customer churn, revenue expansion opportunity identification, customer satisfaction.

- Monitor, analyze, report and communicate customer KPIs at front line and executive levels.

- Analyze customer feedback by geographic region, customer segment, channel and other key segments to understand loyalty drivers and gaps in the current customer experience.

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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