Serve as a connect between the Customer and the organization managing the front end of company s relationship with its clients for the respective segments to ensuring high standards of service delivery and query resolution.
Key Internal Stakeholders: All Departments
Key External Stakeholders: Partners, Customers, Agencies, Vendors
Qualification and Experience:
- Graduate with MBA from reputed B-school
Competencies:
- Proficiency with Microsoft Office software, including Word, Excel, PowerPoint, Communicator and Outlook.
- Excellent communication skills,
- Good adaptability and analytical skills
- Initiator, solution finder and exploring business opportunity
- Good at MIS
Key Responsibilities: - Ensure customer centricity by focusing on service delivery, offer best possible customer engagement, while exhibiting organization values and qualities.
- Collectible management from customers while achievement of collection targets and defined efficiencies for the projects.
- Maintain high level of revenue assurance from assigned projects by increasing frequency of engagement and mindshare by ways and means of loyalty and referral generation.
- Ensure consistency in communication across touch points at the Sales office/Head Office/Customers office/Phone conversations or any other mode of documentation like emails and messages.
- Enabling processes that provide accurate documentation and information to the customers that they require for their transactions.
- Update all necessary systems, trackers and ensure recording of customer interaction history for seamless management.
- Maintain a low complaint escalation rate.
- Handle customer queries, concerns, suggestions, feedback etc and manage their expectations.
- Track customer satisfaction levels and maintain high service quality standards. Offer consistency in experience across customer touch points and in all stages of customers life cycle.
- Co ordinate and liaison with internal stake holders to ensure resolution of queries and systematic issues.
- Ensuring adoption of standard MIS procedures and feed into management for decision on processes and policies.
- Understand the best practices across industry and service industries with the objective of bringing in the best for the customer and the organization.
