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06/07 Abhimanyu Yeri
Managing Director at Skill Cafe Pvt Ltd

Views:535 Applications:187 Rec. Actions:Recruiter Actions:7

Senior Manager - Customer Experience - HealthTech (6-10 yrs)

Delhi Job Code: 946916

About the Company:

- Profitable Health-Tech firm backed by a set of marquee investors.

- Over half a million customers covering 1000 cities in India.

Job Title: Senior Manager: Customer Experience

Reporting: VP Operations

Location: HO : New Delhi

Key areas of responsibility & requirement:

- Monitoring team performance, productivity, and service levels on an ongoing basis

- Design & implement process charts for customer support

- Own / Drive our vision for Customer Experience across Inbound and Outbound customer channels including social media

- Evolve processes for inspecting and sampling the customer interaction process at every stage from contact to resolution and follow-up

- Review team and business performance statistics, determine and document areas that may need improvement

- Track and review performance of the team on a consistent basis, conduct feedback sessions with team members

- Work with cross functional teams to drive continual improvement in people, technology, processes, and service. Establish and test new strategies to improve the customer service experience

- Consistent insights to help identify pain points, break points in customer experience and improve products & services

- Supervise the support budget and headcount to optimize spend for value and savings

- Train and build professional development plans for the customer facing team

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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