Customer Experience Owner/Head - Car Rental Startup - IIT/NIT/BITS

Looking for Customer Experience Owner / Head for our start-up client in car-rental industry based in Gurgaon

Role :

- Managing and resolving escalations (incl. calling/meeting the customers when required)

- Setting-up and managing the process for customer feedback collection and NPS (Net Promoter Score) measurement

- Maintaining data and MIS on customer experience and feedback

- Managing the responses to customer feedback on public forums e.g., facebook, google play store

- Identifying process gaps (related to customer experience) and solutions

Desired background :

- IIT/NIT/Top-tier engineering colleges

- Excellent communication skills

- Excellent logical, analytical and mathematical skills

- Some experience in client/customer management

- 2-3 years experience