Cloudnine - Head - Customer Experience

Job Role

- Leading all the non-digital interactions with customers in the OPD/IPD and on the phone (i.e. call center)

- Identifying, building & refining all the customer service touch points including CREs, GREs, Nurses, doctors

- Recruitment, training and retention for CREs, GREs

- Soft skills training and support to nurses

- Manage Call centre- vendors and outcomes management

- Build out the necessary customer experience team nationally as needed

- Recommend and deploy customer relationship management best practices

- Identify & tie up with external partners to help enhance the customer experience

- Ensure cost efficiency of customer relationship operations across the group

Desired Profile

Education:

Preferably Hotel management graduate from a reputed institute.

Experience/Skills:

- 15 years exp. with customer experience management with exposure to hospitality/ airlines or related service industries

- Experience in managing the entire ops is desirable - both front desk and the rooms. A hotel GM/airlines senior manager would be ideal.

- Proven track record of successful recruiting, retaining and developing staff

- Prior experience of handling a customer facing team

Industry: Hotel, Airline

Contact Details
9945455268