26/08 Aboneeta B
TA Manager at HomeLane

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HomeLane - Manager/Senior Manager - Customer Life Cycle & Loyalty Program (8-12 yrs)

Bangalore Job Code: 736179

As HL Care Head for HomeLane, you will own the touch points and experience of our customers post handover of the project. This includes handling customer service tickets, cross selling/up selling, generating referral leads from the existing customers.

Responsibilities :

Customer service tickets :

- Build a team of managers, executives and technicians to ensure all service tickets are attended to

- Maintain the SOP for service tickets and ensures the SLAs are met

- Vendor Management: Manage and solve any day to day concerns of the factories

Customer life cycle management :

- Create positive google reviews for each showroom through service

- Build a system of Cross sell and upsell of relevant products and services

- Build a loyalty/referral program to ensure a steady pipeline of referral leads from our existing customers

Supplier Management :

- Ensure all warranty replacements to be accounted to the right vendor

- Ensure back to back warranty with vendors

- Lead & Develop Team : Coach technicians, call executives, CSR and team leaders teams to ensure smooth delivery of projects and business operations

Adherence to process : Ensure that each improvement, initiative, new processes is implemented at all the delivery units

P&L:

- Own the P&L of customer service team

- Key Performance Indicators (not exhaustive)

- % of customers giving referral leads

- No of google reviews

- Average service ticket closure TAT

- 100% adherence to 1st response within 24 hours

- # sales and revenue generated through cross selling

Women-friendly workplace:

Maternity and Paternity Benefits

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