Customer Experience Management (CEM) - Engineer

Department Roll & Category

Department: Customer Experience Management (CEM)

Roll:
The Customer Experience Management department plays a crucial role in ensuring that the organization delivers a high level of service to its enterprise customers using Fixed Line services. The department is responsible for managing the complete customer lifecycle, from onboarding to ongoing support, with the goal of enhancing customer satisfaction and loyalty. The department works closely with various internal teams, including Network Operations, Sales, and Customer Support, to achieve its objectives.

Key Responsibilities of the CEM Department:

• Onboarding: Ensure a seamless transition for new customers by effectively managing the onboarding process and setting clear expectations.
• Customer Support: Act as the primary point of contact for customers, providing timely support and resolution of issues.
• Incident Management: Monitor incidents to ensure timely resolution, coordinate with relevant technical teams, and communicate updates to customers.
• Service Improvement: Collect and analyze customer feedback to identify areas of improvement and implement changes to enhance service delivery.
• Retention Strategies: Work with marketing and sales to develop strategies for retaining customers through quality service and competitive offerings.

Category:

• Customer Management / Service Assurance: This category emphasizes proactive measures to ensure customer satisfaction and retention. The focus is on maintaining high levels of service quality, managing customer relationships, and optimizing service delivery processes.

Summary

The Customer Experience Management department operates to deliver exceptional service to enterprise customers, focusing on both operational efficiency and customer satisfaction. The role of the CEM Engineer within this department is pivotal in executing strategies that drive positive customer experiences and long-term retention.