Team member

Job Role

• The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment

• S/he will have to identify customer pain areas across the Customer journey.

• Prioritize & resolve the customer issues by simplifying process, relook at policies / practices

• Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework

• Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement

• Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience

Job Requirements

• Customer orientation - Essential

• Problem solving / Analytical – Essential

• Project management skills – Essential

• Result Orientation – Essential

• Understanding of business - preferable

• Appreciation of technology – preferable

• Good communication skills – written and oral