Summary: This role owner will be responsible for overseeing the resolution of customer complaints received through various channels, including chat, email, social media, and escalations. This role requires a proactive approach to analyzing complaint trends, collaborating with technical and product teams to address root causes, and managing the submission of customer feedback from IOS and Google Playstore reviews. The goal is to create a 360-degree listening environment that enhances customer satisfaction and ensures a seamless customer experience. Multichannel Complaint Resolution: - Oversee and streamline the resolution process for complaints received through various channels, including but not limited to chat, email, social media platforms, and escalated cases. - Implement a unified approach to ensure consistent and timely responses, irrespective of the communication mode chosen by the customer. - Foster a customer-centric culture within the team, emphasizing the importance of resolving issues promptly and efficiently. Escalation Handling: - Develop and implement protocols for handling escalated complaints, ensuring that they are addressed with urgency and precision. - Work closely with team members to provide guidance on de-escalation techniques and strategies to transform challenging interactions into positive experiences. Root Cause Analysis: - Lead efforts in conducting thorough root cause analyses for recurring customer complaints. - Collaborate with cross-functional teams, especially the technical and product departments, to address and eliminate the underlying causes of complaints. - Implement preventive measures to reduce the recurrence of common issues and enhance the overall customer experience. Customer Voice of Concern (VOC) Enhancement: - Establish a systematic process for collecting, categorizing, and analysing customer feedback. - Utilize advanced sentiment analysis tools and methodologies to gain deeper insights into customer sentiments and preferences. - Regularly update and enhance the VOC program to align with changing customer expectations and industry trends. - Transform raw VOC data into actionable insights, providing valuable input for product enhancements, service improvements, and overall customer satisfaction initiatives. - Collaborate with relevant stakeholders to implement changes based on VOC findings, demonstrating a commitment to continuous improvement. IOS and Google Playstore Reviews: - Manage the monitoring and collection of customer reviews on IOS and Google Playstore. - Extract meaningful insights from app reviews, identifying specific pain points, and working with the relevant teams to address and rectify issues. - Regularly report on trends and patterns observed in customer reviews, guiding strategic decision-making. Continuous Feedback Loop: - Establish a dynamic and continuous feedback loop between customer support and other departments to foster collaboration and address emerging issues swiftly. - Implement mechanisms to communicate resolved issues back to customers, closing the loop on their feedback and demonstrating commitment to their concerns.

Mumbai

ZEE5 - Assistant Manager/Manager - Customer Experience 

Job Description for ZEE5 - Assistant Manager/Manager - Customer Experience  in ZEE5 in  Mumbai for (4-15) years of experience. Apply Now!