11,441 Customer Satisfaction jobs in India
Customer Satisfaction Manager
Navi Mumbai, Maharashtra
Decathlon
Posted today
Job Viewed
Job Description
Posted on 05/04/2025
Mission
RESPONSIBILITY 1
I ensure to provide a best-in-class customer experience
I am the guardian of customer-centricity in my store
I prioritise a Smooth Checkout Experience for customers
I Develop my Store Business through a Circular Economy
RESPONSIBILITY 5
I recruit, develop, motivate and take care of human capital
Profile
Are you a person who would love to work with people and enjoy collective decision
Strong ability to analyze customer feedback, identify issues, and implement solutions.
A genuine passion for delivering exceptional customer service and building strong customer relationships
Comfortable using CRM systems, social media platforms, and other technology to enhance customer experience
Keen to adapt/learn to Omnichannel expertise to blend online and offline customer experiences through digital tools and data analysis to optimize business performance.
This advertiser has chosen not to accept applicants from your region.
0
Customer Satisfaction Manager
Mumbai, Maharashtra
Decathlon
Posted today
Job Viewed
Job Description
Posted on 22/04/2025
Mission
RESPONSIBILITY 1
I ensure to provide a best-in-class customer experience
I am the guardian of customer-centricity in my store
I prioritise a Smooth Checkout Experience for customers
I Develop my Store Business through a Circular Economy
RESPONSIBILITY 5
I recruit, develop, motivate and take care of human capital
Profile
Are you a person who would love to work with people and enjoy collective decision
Strong ability to analyze customer feedback, identify issues, and implement solutions.
A genuine passion for delivering exceptional customer service and building strong customer relationships
Comfortable using CRM systems, social media platforms, and other technology to enhance customer experience
Keen to adapt/learn to Omnichannel expertise to blend online and offline customer experiences through digital tools and data analysis to optimize business performance.
This advertiser has chosen not to accept applicants from your region.
1
Customer Satisfaction Manager
Pune, Maharashtra
Decathlon
Posted today
Job Viewed
Job Description
Posted on 03/08/2025
Mission
RESPONSIBILITY 1
I ensure to provide a best-in-class customer experience
I am the guardian of customer-centricity in my store
I prioritise a Smooth Checkout Experience for customers
I Develop my Store Business through a Circular Economy
Profile
Are you a person who would love to work with people and enjoy collective decision
Strong ability to analyze customer feedback, identify issues, and implement solutions.
A genuine passion for delivering exceptional customer service and building strong customer relationships
Comfortable using CRM systems, social media platforms, and other technology to enhance customer experience
Keen to adapt/learn to Omnichannel expertise to blend online and offline customer experiences through digital tools and data analysis to optimize business performance.
Potential career paths:
Store Director`
User Happiness Ambassador
User Happiness Leader
Product Review team
Voice Of Customer/Foresight team
Customer Experience Leader
This advertiser has chosen not to accept applicants from your region.
2
Customer Satisfaction Advisor
Kozhikode, Kerala
Decathlon
Posted today
Job Viewed
Job Description
Posted on 24/04/2025
Mission
RESPONSIBILITY 1
I ensure to provide a best-in-class customer experience
I am the guardian of customer-centricity in my store
I prioritise a Smooth Checkout Experience for customers
I Develop my Store Business through a Circular Economy
RESPONSIBILITY 5
I recruit, develop, motivate and take care of human capital
Profile
Are you a person who would love to work with people and enjoy collective decision
Strong ability to analyze customer feedback, identify issues, and implement solutions.
A genuine passion for delivering exceptional customer service and building strong customer relationships
Comfortable using CRM systems, social media platforms, and other technology to enhance customer experience
Keen to adapt/learn to Omnichannel expertise to blend online and offline customer experiences through digital tools and data analysis to optimize business performance.
This advertiser has chosen not to accept applicants from your region.
3
Senior Manager - Customer Satisfaction & Quality
Chennai, Tamil Nadu
Schneider Electric
Posted today
Job Viewed
Job Description
Job requirements: • Should be expertise in programmable logic controllers(PLC), distributed control systems (DCS), Safety systems, Fire & Gas systems. • Should be aware of industry standards and practices (e.g., ISA standards) that apply to control system design. • Should have firm and increasing understanding of process control concepts and techniques. • Should understand networking devices & components like ethernet switches, Fiber optic switches, firewalls etc., • Should understand the various industrial communication protocols like Modbus,Profibus, HART, FF etc., • Strong written and verbal communication skills • Attitude to work effectively as an individual & in team environment and shall be able to handle multiple projects simultaneously. • Maintaining a high degree of professionalism and diligence Job responsibilities: • Study the project requirements and applicable standards and understand the requirement for deliverables • Ensuring that the project deliverables (applications / documents / engineering outputs)meet the project requirements and applicable standards through testing and verification • Collaborating with project and other functional teams in addressing the deficiencies identified through testing and verification. • Periodically consolidate the details of deficiencies identified.
Work with the project and functional teams in the identification of root causes, suitable corrective and preventive actions. • Performing management system audits to ascertain extent of process conformance and identification of improvement opportunities. Educational Qualification: • Must be a Graduate in Engineering Disciplines Electronics & Instrumentation Engineering, Instrumentation & Control Engineering with minimum 10+ years of relevantxexperience. • Knowledge on ISO 9001 QMS and experience in Internal Quality Auditing will be added advantage Let us learn about you! Apply today. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters.
At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success.
We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play.
It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization.
We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today! €36 billion global revenue +13% organic growth 150 000+ employees in 100+ countries #1 on the Global 100 World's most sustainable corporations You must submit an online application to be considered for any position with us.
This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.
We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values.
We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value.
Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders.
You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer.
It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
Work with the project and functional teams in the identification of root causes, suitable corrective and preventive actions. • Performing management system audits to ascertain extent of process conformance and identification of improvement opportunities. Educational Qualification: • Must be a Graduate in Engineering Disciplines Electronics & Instrumentation Engineering, Instrumentation & Control Engineering with minimum 10+ years of relevantxexperience. • Knowledge on ISO 9001 QMS and experience in Internal Quality Auditing will be added advantage Let us learn about you! Apply today. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters.
At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success.
We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play.
It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization.
We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today! €36 billion global revenue +13% organic growth 150 000+ employees in 100+ countries #1 on the Global 100 World's most sustainable corporations You must submit an online application to be considered for any position with us.
This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.
We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values.
We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value.
Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders.
You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer.
It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
This advertiser has chosen not to accept applicants from your region.
4
Senior Manager - Customer Satisfaction & Quality
Chennai, Tamil Nadu
Schneider Electric
Posted today
Job Viewed
Job Description
Job requirements: • Should be expertise in programmable logic controllers(PLC), distributed control systems (DCS), Safety systems, Fire & Gas systems. • Should be aware of industry standards and practices (e.g., ISA standards) that apply to control system design. • Should have firm and increasing understanding of process control concepts and techniques. • Should understand networking devices & components like ethernet switches, Fiber optic switches, firewalls etc., • Should understand the various industrial communication protocols like Modbus,Profibus, HART, FF etc., • Strong written and verbal communication skills • Attitude to work effectively as an individual & in team environment and shall be able to handle multiple projects simultaneously. • Maintaining a high degree of professionalism and diligence Job responsibilities: • Study the project requirements and applicable standards and understand the requirement for deliverables • Ensuring that the project deliverables (applications / documents / engineering outputs)meet the project requirements and applicable standards through testing and verification • Collaborating with project and other functional teams in addressing the deficiencies identified through testing and verification. • Periodically consolidate the details of deficiencies identified. Work with the project and functional teams in the identification of root causes, suitable corrective and preventive actions. • Performing management system audits to ascertain extent of process conformance and identification of improvement opportunities. Educational Qualification: • Must be a Graduate in Engineering Disciplines Electronics & Instrumentation Engineering, Instrumentation & Control Engineering with minimum 10+ years of relevantxexperience. • Knowledge on ISO 9001 QMS and experience in Internal Quality Auditing will be added advantage Let us learn about you! Apply today. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today! €36 billion global revenue +13% organic growth 150 000+ employees in 100+ countries #1 on the Global 100 World's most sustainable corporations You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
This advertiser has chosen not to accept applicants from your region.
5
Team Member-customer Experience-support Services-customer Experience
Mumbai, Maharashtra
Kotak Mahindra
Posted today
Job Viewed
Job Description
**Job Title: Associate Vice President - CX Measurement**
**Job Summary**:
The team member is responsible for designing, implementing, and managing the metrics, analytics, and feedback systems that track and assess the customer experience across various touchpoints within the bank. This role involves leading teams to analyze data, identify concerns and areas for improving, and collaborate with cross-functional teams to enhance customer experience. To play a critical role in ensuring that measurement is continuous, customer feedback is shared with business teams and able to drive business decisions.
**Key Responsibilities**:
- Customer Experience Strategy and Metrics:
- Define key performance indicators (KPIs) related to customer satisfaction - Net Promoter Score (NPS®), Customer Effort Score (CES), etc.
- Build and manage dashboards for tracking and reporting CX performance.
- Data Analytics and Insights:
- Oversee the collection and analysis of customer feedback from TNPS® and RNPS® surveys.
- Analyse the open ends to identify trends, pain points, and opportunities for improving customer interactions.
- Prepare clear insightful reports and presentations summarizing findings and recommended actions.
- Customer Feedback Management:
- Lead the customer feedback process, ensuring that feedback is collected systematically across all channels.
- Work with product, marketing, and service teams to ensure customer feedback is addressed.
- Manage third-party vendors who support customer experience surveys and measurement systems.
**Required Skills & Qualifications**:
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field (Master’s preferred).
- 7+ years of experience in customer experience, data analytics, or a related field, with at least 3 years in a leadership role.
- Expertise in customer experience measurement frameworks (NPS, CES, etc.).
- Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable insights using Powerpoint.
- Proven track record of leading cross-functional initiatives that drive customer satisfaction and business results.
- Experience with CX tools and platforms (e.g., Qualtrics, etc.).
- Excellent communication and presentation skills.Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
**Preferred Qualifications**:
- Master’s degree or MBA.
- Experience in customer experience management within a large, matrixed organization.
**Job Summary**:
The team member is responsible for designing, implementing, and managing the metrics, analytics, and feedback systems that track and assess the customer experience across various touchpoints within the bank. This role involves leading teams to analyze data, identify concerns and areas for improving, and collaborate with cross-functional teams to enhance customer experience. To play a critical role in ensuring that measurement is continuous, customer feedback is shared with business teams and able to drive business decisions.
**Key Responsibilities**:
- Customer Experience Strategy and Metrics:
- Define key performance indicators (KPIs) related to customer satisfaction - Net Promoter Score (NPS®), Customer Effort Score (CES), etc.
- Build and manage dashboards for tracking and reporting CX performance.
- Data Analytics and Insights:
- Oversee the collection and analysis of customer feedback from TNPS® and RNPS® surveys.
- Analyse the open ends to identify trends, pain points, and opportunities for improving customer interactions.
- Prepare clear insightful reports and presentations summarizing findings and recommended actions.
- Customer Feedback Management:
- Lead the customer feedback process, ensuring that feedback is collected systematically across all channels.
- Work with product, marketing, and service teams to ensure customer feedback is addressed.
- Manage third-party vendors who support customer experience surveys and measurement systems.
**Required Skills & Qualifications**:
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field (Master’s preferred).
- 7+ years of experience in customer experience, data analytics, or a related field, with at least 3 years in a leadership role.
- Expertise in customer experience measurement frameworks (NPS, CES, etc.).
- Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable insights using Powerpoint.
- Proven track record of leading cross-functional initiatives that drive customer satisfaction and business results.
- Experience with CX tools and platforms (e.g., Qualtrics, etc.).
- Excellent communication and presentation skills.Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
**Preferred Qualifications**:
- Master’s degree or MBA.
- Experience in customer experience management within a large, matrixed organization.
This advertiser has chosen not to accept applicants from your region.
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6
Team Member-customer Experience-support Services-customer Experience
Mumbai, Maharashtra
Kotak Mahindra
Posted today
Job Viewed
Job Description
Job Title
Service Quality (Customer Grievance Audit & Process Improvement)
Department
Service Quality / Customer Experience
Reports To
Head - Service Quality and Process Improvements
Job Purpose
The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank, with a focus on ensuring high-quality resolution, identifying root causes, and driving systemic process improvements. This role plays a key part in enhancing customer satisfaction and improving Net Promoter Score (NPS) by identifying service gaps and working toward systemic corrections and service excellence. Along with SQ audits, projects emanating from insights from audits and other process improvement suggestions would be also be expected to be driven and delivered.
Key Responsibilities 1. Complaint & Service Request Audit
- Conduct detailed audits of service requests and customer complaints raised by Nodal Officers.
- Assess the quality of resolution from a customer’s perspective—timeliness, empathy, accuracy, and completeness.
- Evaluate adherence to internal grievance redressal timelines, regulatory requirements, and bank policies.
2. Drive NPS & Customer Satisfaction
- Analyze customer feedback, NPS trends, and survey inputs to derive actionable insights.
- Leverage audit findings to recommend changes that positively impact NPS and customer satisfaction.
- Support the design and implementation of initiatives that improve the overall customer journey.
3. Root Cause Analysis & Corrective Measures
- Identify systemic issues and recurring complaint patterns.
- Suggest and help implement corrective and preventive actions at both branch and bank-wide levels.
- Collaborate with relevant departments to fix upstream or backend process gaps.
4. Process Improvement Initiatives
- Participate in bank-level projects aimed at service delivery enhancement and complaint reduction.
- Propose process re-engineering solutions that can improve customer experience and operational efficiency.
- Support digitization and automation initiatives related to service quality and grievance handling.
5. Reporting & Insights
- Prepare detailed reports and dashboards highlighting audit findings, trends, and process deviations.
- Recommend actionable insights to senior management and governance forums.
- Contribute to monthly/quarterly service quality reviews and strategy planning.
6. Stakeholder Collaboration
- Work closely with Nodal Officers, different departments (need based).Act as a feedback loop between front-end channels and process owners.
Required Skills & Competencies Strong understanding of retail banking processes, products, and service channels.
- Deep appreciation of the importance of customer grievances in banking.
- Excellent attention to detail and ability to detect process anomalies or gaps.
- Analytical thinking with the ability to translate data into actionable recommendations.
- Effective communication and stakeholder management skills.Ability to think from a customer’s point of view and balance empathy with compliance.
Qualifications & Experience
- Minimum 7-8 years of experience in the banking industry, preferably in roles involving operations, customer service, complaint management, or service quality.
- Graduation is mandatory; Post-graduation in business administration or certifications in quality/process improvement (e.g., Six Sigma, Lean) will be preferred.
- Experience in handling or auditing grievance redressal mechanisms is highly desirable.
Desirable Traits
- Think out of box and be ready to think for Customer
- Self-driven with a proactive problem-solving approach.
- Passionate about customer experience and process excellence.
- Flexible and adaptable to dynamic banking environments.
Service Quality (Customer Grievance Audit & Process Improvement)
Department
Service Quality / Customer Experience
Reports To
Head - Service Quality and Process Improvements
Job Purpose
The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank, with a focus on ensuring high-quality resolution, identifying root causes, and driving systemic process improvements. This role plays a key part in enhancing customer satisfaction and improving Net Promoter Score (NPS) by identifying service gaps and working toward systemic corrections and service excellence. Along with SQ audits, projects emanating from insights from audits and other process improvement suggestions would be also be expected to be driven and delivered.
Key Responsibilities 1. Complaint & Service Request Audit
- Conduct detailed audits of service requests and customer complaints raised by Nodal Officers.
- Assess the quality of resolution from a customer’s perspective—timeliness, empathy, accuracy, and completeness.
- Evaluate adherence to internal grievance redressal timelines, regulatory requirements, and bank policies.
2. Drive NPS & Customer Satisfaction
- Analyze customer feedback, NPS trends, and survey inputs to derive actionable insights.
- Leverage audit findings to recommend changes that positively impact NPS and customer satisfaction.
- Support the design and implementation of initiatives that improve the overall customer journey.
3. Root Cause Analysis & Corrective Measures
- Identify systemic issues and recurring complaint patterns.
- Suggest and help implement corrective and preventive actions at both branch and bank-wide levels.
- Collaborate with relevant departments to fix upstream or backend process gaps.
4. Process Improvement Initiatives
- Participate in bank-level projects aimed at service delivery enhancement and complaint reduction.
- Propose process re-engineering solutions that can improve customer experience and operational efficiency.
- Support digitization and automation initiatives related to service quality and grievance handling.
5. Reporting & Insights
- Prepare detailed reports and dashboards highlighting audit findings, trends, and process deviations.
- Recommend actionable insights to senior management and governance forums.
- Contribute to monthly/quarterly service quality reviews and strategy planning.
6. Stakeholder Collaboration
- Work closely with Nodal Officers, different departments (need based).Act as a feedback loop between front-end channels and process owners.
Required Skills & Competencies Strong understanding of retail banking processes, products, and service channels.
- Deep appreciation of the importance of customer grievances in banking.
- Excellent attention to detail and ability to detect process anomalies or gaps.
- Analytical thinking with the ability to translate data into actionable recommendations.
- Effective communication and stakeholder management skills.Ability to think from a customer’s point of view and balance empathy with compliance.
Qualifications & Experience
- Minimum 7-8 years of experience in the banking industry, preferably in roles involving operations, customer service, complaint management, or service quality.
- Graduation is mandatory; Post-graduation in business administration or certifications in quality/process improvement (e.g., Six Sigma, Lean) will be preferred.
- Experience in handling or auditing grievance redressal mechanisms is highly desirable.
Desirable Traits
- Think out of box and be ready to think for Customer
- Self-driven with a proactive problem-solving approach.
- Passionate about customer experience and process excellence.
- Flexible and adaptable to dynamic banking environments.
This advertiser has chosen not to accept applicants from your region.
7
Customer Experience Voice - Customer Experience
Noida, Uttar Pradesh
Tata 1mg
Posted today
Job Viewed
Job Description
**Job Description
Designation:Executive
Role: Customer Experience - Voice
Department: Customer Experience
Location: Noida
About Tata 1mg
Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we-ve worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities
Brief about the Team
Customer Service is part of the customer support team of TATA 1mg. The team is to help the customer support team to give a remarkable experience to the customers. Enhancing the quality of customer support by providing timely and personalized responses to customer inquiries and feedback. Taking end-to-end follow-ups on customers
- issues and providing the resolution.
What will you do
- Respond to customer inquiries and complaints in a professional and courteous manner
- Meeting with Internal stakeholders to get the concerns resolved and to revert back to customers with defined TATSpeak to customers to resolve the issues they have highlighted and educate them on company and industry guidelines to reduce future complaints on and manage overall resolution TAT and ensure 100%
- Collaborate with other team members to achieve customer service goals and targets
- Continuously improve customer service by identifying and recommending process improvements
- Handle incoming customer calls, provide information, answer questions, and address concerns
- Escalate complex or unresolved issues to the appropriate departments for further action
- Follow up with customers to ensure their issues are resolved to their satisfaction
- Adhere to all company policies and procedures, including quality and compliance standards
- CSAT and NO REPEAT escalation for cases handled.
What we are looking for
- Minimum 1 Year experience working in Customer Service with any graduate degree
- Escalation Management - This function is set up to ensure customer issues are resolved by the right individuals with the right skill sets, in the shortest amount of time possible
- Dispute and Grievance Management
- Customer service experience, preferably in a call center or similar environment
Why Join Us?
Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the customer support team will provide a great opportunity to scale up a business to great heights by leveraging the existing capabilities of Tata 1mg.
Disclaimer
Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence and merit.
Designation:Executive
Role: Customer Experience - Voice
Department: Customer Experience
Location: Noida
About Tata 1mg
Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we-ve worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities
Brief about the Team
Customer Service is part of the customer support team of TATA 1mg. The team is to help the customer support team to give a remarkable experience to the customers. Enhancing the quality of customer support by providing timely and personalized responses to customer inquiries and feedback. Taking end-to-end follow-ups on customers
- issues and providing the resolution.
What will you do
- Respond to customer inquiries and complaints in a professional and courteous manner
- Meeting with Internal stakeholders to get the concerns resolved and to revert back to customers with defined TATSpeak to customers to resolve the issues they have highlighted and educate them on company and industry guidelines to reduce future complaints on and manage overall resolution TAT and ensure 100%
- Collaborate with other team members to achieve customer service goals and targets
- Continuously improve customer service by identifying and recommending process improvements
- Handle incoming customer calls, provide information, answer questions, and address concerns
- Escalate complex or unresolved issues to the appropriate departments for further action
- Follow up with customers to ensure their issues are resolved to their satisfaction
- Adhere to all company policies and procedures, including quality and compliance standards
- CSAT and NO REPEAT escalation for cases handled.
What we are looking for
- Minimum 1 Year experience working in Customer Service with any graduate degree
- Escalation Management - This function is set up to ensure customer issues are resolved by the right individuals with the right skill sets, in the shortest amount of time possible
- Dispute and Grievance Management
- Customer service experience, preferably in a call center or similar environment
Why Join Us?
Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the customer support team will provide a great opportunity to scale up a business to great heights by leveraging the existing capabilities of Tata 1mg.
Disclaimer
Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence and merit.
This advertiser has chosen not to accept applicants from your region.
8
Customer Experience
Chennai, Tamil Nadu
Royal Enfield
Posted today
Job Viewed
Job Description
Job Requirements
Job Purpose:
The Manager - Customer Experience will drive EV customer experience across touchpoints, designing the entire journey from RE EV buyer's perspective. They'll provide consumer insights, collaborate with various teams, and develop differentiated experiences. The role requires strategizing communication plans, utilizing Customer Data Platforms, and defining key metrics. The goal is to enhance customer experience through brand marketing, sales, service, and engagement programs. Constant improvement is expected through strategic planning and market evaluation. This role will partner with Brand Strategy, Product Strategy, Marketing, Sales, and Service teams.
Position Overview:
Location: Chennai
Position Title: Customer Experience
Reports to : Group Manager - EV Commercial
Function: EV Commercial
What you’ll do:
Strategic view:
- Strategic intent is to build the lead generation funnel at top of the funnel and engage with those customers as well as ensure quality leads follow through the funnel via relevant conversations
- Key KPIS: Lead Conversions across the Brand and business funnels, CSAT and NPS across touchpoints. Process setups.
- Define the Customer journey for RE EV buyers. Create a journey that is better and differentiated from key competition. Also, it has delightful moments that surpass customer expectations Design, develop and execute customer journeys for various formats
- Craft strategies to build systems and processes to drive customer experience across all touchpoints - website, app, Customer experience at retail stores (sales and service), call center, online CRM, etc.
- Create the front-end and backend interface for dealing with Customers
- Work on ways of making the target interventions as per the cohorts identified through customer data
- Define the CRM interventions required at relevant junctures. Ensuring key KPIs of CSAT and NPS are met. Devise strategic thought around KPI development.
- Define the communications and the relevant channels that needs to be delivered to the Customer at each touchpoint, what message, where, when, at what interval and via which mode.
- Understand customer requirements and develop and define the value additions required.
- Conceptualize and develop rollout tools and services enabling digitization of customer experiences (like interactive screens, QR codes, paperless transactions, new technologies, etc.) across touchpoints aimed towards elevating customer experience and managing physical limitations.
Key Elements:
- CRM strategy implementation for both offline (Voice support) and Digital (Non-Voice support)
- For Offline Call center support, we need to have a thorough understanding of Call center operations and how to get effective and efficient lead validations
- For Digital CRM: Work on CRM strategy, implementation , deployment,adoption, and execution
- Should have thorough knowledge of Salesforce or any other Marketing automation and CRM tools.
- Deploy Salesforce Marketing Automation Cloud with WhatsApp, SMS, Push notification,
- and email channels
- Campaign calendar mapping, along with journeys/tables in the campaigns
- Implement and optimize Marketing Cloud campaigns to reach the target audience
- Manage CRM systems deployed, including personalization, customization , configuration, and data integrity to optimize communications
- Execute relevant campaigns - Sales and service (lead validation and nurturing, product roll out, product recall, etc.)
- ROI measurement and optimization. Analytics and insights on the same
- Lead IT activities related to customer data management and system integration
- WhatsApp integration and chatbot
Customer and Vehicle Data Analysis at Analytics Centre:
- Analyze the customer and vehicle data for feedback to identify opportunities for improvement and innovation
- Understanding customer cohorts as well as individual customer needs. Personalize and customize communication for each customer.
- Lead Customer Complaints
- Mystery audits and next best actions
- NPS and next best actions
- Gemba
KPIs creation and Dashboards Management
- Maintain dashboards and reports to provide actionable insights for management.
- Experience in Ein -Dashboards for customers with all the relevant information that they need in real time
- Dashboard and KPIs creation for internal stakeholders for CX parameters
- Bring in collective ownership of customers across functions and the channels
- Benchmark with the best in class within and across industries
Process improvement and SOPs
- Design and develop customer-facing policies, empowerment policies, and create SOPs for the store operations aimed towards standardization of customer experience across stores
- Create audit parameters with a focus on providing a standardized customer experience and review the non-compliance points.
- Develop training interventions and training content for retail stores, including customer experience product, and processes, in coordination with retail operations and the training team
What you'll bring:
Experience:
- 10+ years experience in a similar role in a Customer/ Strategic consulting domain
- Should’ve worked on CRM tools(Salesforce, Zoho CRM etc.)
Qualification:
- Master’s degree in Business, Marketing or a related field
Ready to Join Us?
Apply via our website today. Join our trailblazing team and be a part of our legacy! “So why wait? Join us and experience the freedom of embracing the road, riding with pure motorcycling passion.”
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