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Associate Consultant at Symbiosis Management Consultant
Views:2495 Applications:99 Rec. Actions:Recruiter Actions:1
Senior Manager - Customer Quality - Auto (10-17 yrs)
EXPECTED END RESULTS :
MAJOR ACTIVITIES :
1. Meeting SSI & CSI Objective
- Make strategy for SSI & CSI KPI achievement (OS-NPS)
- Plan actions based on the strategy
- Get the actions implemented through stakeholders
- Review the effectiveness of actions
2. Customer complaint Management :
- Capture the customer VOC through various sources like call centre, Email, letters Social media
- Analyse the complaints & do the root cause analysis
- Plan strategy to reduce complaints through proactive contact & improve customer satisfaction
- Create visibility on VOC
3. Creating customer delight :
- Customer Connect
- Plan & executive customer connect programs to ensure 100% customer satisfaction
KEY INTERACTIONS :
Internal :
- Sales & After sales Field Teams & HO Teams
External :
- TCS
- Network Performance team
- MI, V-Up, Finance, Sales Operation,
- Marketing
- ISIT, DMS Team
- Legal
- Sales Planning
- JD Power Asia Pacific
- Alliance Global Assistance
- IBM, Oracle
- TTi Global
- SLS
- Cape Gemini
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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