CRM-Customer Experience

Key Responsibilities

Service Delivery:

• Offer the best possible customer delight at all times by way of exhibiting best qualities like listening, acknowledgement, empathy, helpfulness and most importantly customer centricity
• Ensure consistency across touch-points - At the Sales Office / premises, At Customers Home/ Office, on the phone / via email / SMS / any documentation
• Tracking Customer Satisfaction and maintaining the high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements

Transactional Process:

• Handle customer queries, concerns, suggestions, feedback, etc. and manage their expectations
• Update all necessary systems, trackers, SAP modules and customer history details for seamless management at all times
• Management of collectibles from customers and ensuring achievement of collection targets
• Enabling processes that provide accurate documentation to customers for their transactions
• Co-ordination and Liaising with internal stakeholders to ensure resolution of queries & systemic issues
• Maintaining low complaint escalation and customer cancellation percentages
• Maintaining a high (90%-100%) level of revenue assurance from assigned projects

MIS:

• Ensuring adoption of standardized MIS procedures

Centralized recording and analysis of booking trends across segments, feeding into management decisions on pricing and product