Lead communications and Service Recovery

Role Description

The Lead Communications and Service Recovery role is pivotal in ensuring exceptional customer experience by effectively managing communications and resolving service-related concerns. This individual will design and implement communication strategies, manage service recovery processes, and act as a key liaison between the organization and its customers to maintain trust, loyalty, and satisfaction.

Role Title Lead communications and Service Recovery

Role Summary

The successful candidate will be responsible for managing customer communications, NPS survey, comprehensive complaint management, analysing business data, and providing actionable insights to support strategic decision-making. This role requires a blend of excellent business communication skills, service recovery management, data analysis proficiency, and business acumen.

Working with Head Customer Experience

What the role entails Key accountabilities/ responsibilities

Service Recovery Management

• Design and implement a structured service recovery process to address customer grievances efficiently.
• Lead and manage escalations, ensuring swift resolution and effective follow-ups to maintain customer satisfaction.
• Identify patterns in service failures through the NPS survey and provide actionable recommendations to prevent recurrence for B2C and B2B clientele.

Stakeholder Collaboration

• Work closely with cross-functional teams to address service-related issues and improve processes.
• Provide insights and feedback to lab teams, Marketing & operations teams to enhance service delivery and customer satisfaction.

Communication Strategy and Execution

• Develop and execute comprehensive communication strategies to enhance customer engagement and experience.
• Create clear, empathetic, and professional templates for handling customer queries and complaints across various channels (email, social media, chat, and phone).
• Collaborate with internal teams (e.g., marketing, operations, and customer service) to align messaging with organizational goals and customer needs.

. Data Analysis and Reporting

• Monitor and analyse customer feedback, complaints, and service recovery outcomes to identify trends and areas for improvement.
• Prepare regular reports on communication effectiveness and service recovery performance for senior management.

Team Development:

• Recruit, train, and develop a high-performing customer service team.
• Foster a culture of continuous improvement, innovation, and collaboration within the team.

What we are looking for in you

• Strong understanding of the diagnostic industry, including customer service, customer recovery and market dynamics. Ability to build and maintain relationships with key stakeholders, including customers, partners, and internal teams.

What we promise to you

Role Demands (travel) Yes occasionally

Location Mumbai

Requirement

Education

• Education: Bachelors degree in communications, Business administration or Customer Service or a related field.
• Proficiency in CRM software and customer feedback tools
• Experience: Minimum of 10 years of experience roles within the healthcare, diagnostics, or service-related industry, with at least 5 years in a leadership position
• MBA or equivalent advanced degree preferred.
• Familiarity with digital communication channels and tools.

Experience

• 8-12 Years