Customer Delight Officer/ yrs experience/Salary

Requirements: Bachelors degree in business, marketing, or a related field  Strong understanding of sales processes, strategies, and methodologies.  Excellent communication skills (written and verbal comms)  Proficiency in marketing software and sales analytics tools.

• Strategic thinking and problem-solving abilities.
• Ability to adapt to changing market conditions

and competitive landscapes.  With 3-5 years Customer Experience in corporate set up. Responsibilities: Customer Support  Provides prompt and personalized support to customers through various communication cannels ( Phone, email, chat, social media, client visitations, etc.)  Address customer inquiries, concerns, and complaints professionally and efficiently. Relationship Management  Building and nurtures strong relationships with customers to understand their needs, preferences and pain points of subsidiaries.  Acts as the primary point of contact for key customers and maintain regular communication to ensure satisfaction.  Customer Retention Rate: Track the percentage of customers who continue to use the company's products or services over time. Issue Resolution:  First Contact Resolution (FCR): Measure the percentage of customer issues resolved during the * 2 External Customer Delight initial contact.  Provide a customer complaint handling, compensation program and monitoring for all Business Units.  Collaborate with relevant teams within the organization to expedite solutions and follow up until resolution for a specific business unit. Customer Satisfaction  Create the right culture of communication and feedback

• Cascading CSAT survey from quarterly
• Monitoring of CSAT Survey Form
• Collecting responses of CSAT survey form
• Reporting the total grade / result of CSAT per

Division with Action Plans from Division heads.  NPS - Assess customer loyalty and likelihood to recommend the company to others.