Manager Management Search at Infoedge
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Head - Customer Excellence/Service - Healthcare/Hospitality (10-20 yrs)
Position is with one of the leading Healthcare Group
- Minimum 10+ years in Customer Service Management, service delivery and enhancing customer experience .
- 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.