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Managing Director at Skill Cafe Pvt Ltd
Views:285 Applications:69 Rec. Actions:Recruiter Actions:19
Program Manager - Service Excellence - ConsumerTech (7-14 yrs)
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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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