Role DESCRIPTION

Lead customer service function from the time a sale is logged in till possession of residential, commercial or retail units, understand key drivers of customer satisfaction, champion processes and initiatives to enhance customer service, coordinate with other teams (projects, finance, sales, legal, marketing etc) to develop corrective measures in order to minimize customer complaints and foster a culture of customer service in the organization. To establish, monitor and maintain Quality of Service and Customer Experience

ROLES & RESPONSIBILITIES:

1. Develop Customer Orientation

2. Lead the development of cutting edge services process and its implementation in the organization, track developments and review applicability to the organization, develop and implement a plan of initiatives for the year to enhance customer orientation across the organization in order to foster a culture of customer care.

3. Customer Service Processes with TAT

4. Review and enhance customer care and satisfaction processes and procedures, monitor compliance with laid down procedures in order to ensure productivity and consistency of process performance across verticals/ regions and provide a professional interface for customers.

5. Lead Claims & Compensations

6. Ensuring post IOP collections targets are met month on month. Guide the team to closely follow up with customers for payments of overdue amounts.

7. Lead Contact Centre

8. Continuously enhance customer care , contact center and satisfaction processes and procedures, monitor compliance with laid down procedures in order to ensure productivity and consistency of process performance across verticals/ regions and provide a professional interface for customers. Ensure regular updates for project progress to customers, Customer feedback on processes. Ensure complaints/ queries effectively resolved. To record time taken for complaint/ query resolution vs. standard/ benchmark and improve it. Contact center metrices like SL, FTR, Call answer %, AHT, etc. Continuously improving CSAT scores for customer interaction across media. Sales leads recording and disseminating to the Sales organization. To optimize the TAT of response time to customers' queries.

9. Reporting Analytics

10. Build systems & processes to create analytics metrices for contact center. Ensuring reports on contact center metrices, customer interactions and complaints, speed and effectiveness of resolution, trends in nature of interactions and complaints, cost of settlement and other relevant information and transmit it to regions in order to highlight areas of concern and taking them to closure. Analysis of reports on customer complaints, speed and effectiveness of resolution, trends in nature of complaints, cost of settlement and other relevant information and transmit it to regions in order to highlight areas of concern.

11. Complaint Analysis and Follow Through

12. Analyze various reports, identify significant issues and causes of complaints from customers, liaise with other heads to develop corrective measures in order to minimize recurrence and reduce customer complaints. Mystery audits for calls and emails to ensure consistent service quality.

KEY PERFORMANCE INDICATORS :

- To put 100% efforts towards collections as per the decided financial targets taken in the beginning of the financial year.

- Customer satisfaction index across media

- Ensure CS team records Sales leads and disseminates to the Sales organisation.

- To optimise the TAT of response time to customers' queries.

- Percentage of complaints/queries effectively resolved

- To record time taken for complaint/ query resolution vs. standard/ benchmark and improve it.

- Contact centre matrices like SL, FTR, Call answer %, AHT

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