26/12 Vidya
CEO at Vision and Magic Consulting

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Specialist - Customer Service - Insurance (2-7 yrs)

Mumbai Job Code: 647673

Onsitego (Andheri - Marol Naka Metro station office) is in the business of securing and extending the life of all electronic gadgets & appliances; big and small, along with an obsessive intention to provide exceptional Customer Service in consumer electronics. Our goal is to ensure that the simple joy of owning an electronic device or appliance stays with the customer as long as possible. We are proud of our ever growing family of 3.5 million + customers. We seek to transform the purchase experience, after sales experience, ownership and resale of electronic products into hassle-free, transparent and resale of electronic products into hassle-free, transparent and fantastic experiences.

Key Responsibilities :

- Consume customer feedback to identify and create opportunities for service delivery upgrade

- Research and analyze data to develop and/or support hypotheses and recommendations to enhance Customer Experience

- Executes tactical projects under designed functional programs to improve NPS and CSAT

- Collects feedback on Service delivery both from customers and service enablers and the end users

- Train changes that drive automation of processes to thereby increase efficiency

- Stay abreast with the inter industry trends and come up with best practices, to improvise the current processes for a sustained delightful customer experience

- Implement processes and sub processes at the partner service network

- Implement solutions designed by process designers and customer experience designers via training

- Market the released features to the end users and track the usage

- Develop and build a robust network of Service Delivery across India, by assessing and selecting 3rd party service centers

- Drive efficiency by ensuring adoption of technology, across the service eco-system

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