Head - Customer Excellence/Service - Healthcare Group

Position is with one of the leading Healthcare Group

Minimum 12+ years in Customer Service Management, service delivery and enhancing customer experience .

Reports to CEO

Preference will be given to Candidates from hospitality industry.

Job Description:

- Responsible for implementing customer experience improvements .

- Organise events, establish customer connect, retention reduction in complaints.

- Working on the Customer Strategy to drive Service Excellence across the business.

- Develop structured process-maps to achieve client & customer satisfaction index.

- Conceptualizing and executing new processes, design programmes, enhancements by using technology for increasing the performance and customer delight.

- Plan training and process implementation for the loyalty program and customer touch-points.

- Direct and monitor execution of customer enhancement programs & improvise last mile customer interface

- Provide amicable resolutions for disputes in customer complaints.