• Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards • Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps • Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation • Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers • Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers • Assist to carry out periodic Customer Satisfaction and Service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps • Assist in coordinating service training and workshops to up-skill experience centers
we are looking for a candidate who fulfill these requirements
• Proficient computer skills. • Experience with CRM preferred. • Proficient with MS Office suites. • Excellent phone etiquette. • Outstanding communication skills both verbal and written. • Strong people skills.