Customer Delight Manager

Responsibilities:

- LOOKING FOR FEMALE CANDIDATES ONLY

- Manage the team to ensure that service level agreements (SLAs) , First Response Time (FRT), TAT are met and that customer queries and complaints are resolved within the given timelines.

- Develop and implement strategies to enhance customer experience across Contact Centre and (ORM)ONLINE REPUTATION MANAGEMENT channels

- Monitor and track customer feedback across all channels, and use this information to identify areas for improvement

- Work closely with the Contact Centre and ORM team to ensure customer issues are resolved within TAT and efficient manner

- Monitor and manage social media channels, work on draft responses with the brand team and respond to customer queries and complaints in a timely manner

- Work closely with other departments such as Marketing, Sales, Legal and Product Development to ensure customer feedback is used to improve products and services

- Identify training needs and develop training programs to enhance the team's knowledge and skills.

- Develop and implement KPIs and SLAs to measure the team's performance, and track progress against these metrics.

- Coordinate with the Tech partners to ensure that the Customer care platforms, Contact centre, App, Payment and social media platforms are up and running

- Report regularly to senior management on customer satisfaction, team performance, and improvements made to the customer journey.