Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

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


• Identifying and driving automation of manual processes

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