- Support and lead to build the environment of commitment to projects through appropriate communication and stakeholder engagement and management - Identifying customer needs and taking proactive steps to maintain positive experiences. - Evaluating customer feedback on product ranges and new releases, as well as preparing reports. - Performing product tests, evaluating after-sales and support services, and facilitating improvements. - Documenting processes and logging technical issues, as well as customer compliments and complaints. - Staying apprised of industry trends and new CRM technologies. - At least 10 to 12 years of experience in a customer experience specialist role or a similar customer support role. - PMP and DMAIC certified (good to have - will be an added advantage) - Experience of setting up and managing delivery of projects at large scale. - Experience of transforming the customer experience to a digitally defined and equipped function - Excellent interpersonal skills to establish rapport, credibility, and relationships at senior levels (product, technology and other relevant business stake holders) - Have successfully worked/led projects on Chatbots, conversations Ais, Voice Bots, Multilingual and NLP capabilities - Have deep understanding on Machine Learning and Deep Learning (Neuro) methodologies and have worked on them. - Rich experience in scoping and analysing customer experience information. - Intense knowledge of online customer engagement channels and platforms. - Exceptional interpersonal skills and customer centric approach. - Great time management skills with superb communication skills, collaboration and problem-solving skills.

Mumbai

Zee Entertainment - Specialist/Senior Manager/Associate Director - Customer Experience & Projects 

Job Description for Zee Entertainment - Specialist/Senior Manager/Associate Director - Customer Experience & Projects  in Flexability RPO in  Mumbai for (10-12) years of experience. Apply Now!