Program Manager - Service Excellence - ConsumerTech

About the Company :

- A 12 year old Consumer-Tech firm with over 5 Million subscribers.

- Products offered across 26,000 pincodes in India

- Awarded "Great Place to Work"

Job Title : Program Manager - Service Excellence

Function: Service Management

Key result areas:

- Manage and maintain TAT/performance for all Key Accounts

- Regular Follow up with Regional Teams for timely movement of claims

- Ensure CRM is updated real time

- Collaborate with the internal teams (Contact Centre/Logistics/IC ops/Service Team) for swift movement of claims

- Ensure Partner NPS is maintained - Ensure Unresolved% for Key Accounts is kept at minimum

- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics

- Ensure the services are delivered to customers in a timely manner

- Analyze data and trends and suggest corrective measures

- Develop trust relationships with major clients to ensure they do not turn to competition

- Work closely with the Escalations team to ensure timely closure of complaints