Job Description

Key Responsibilities:

Strategy & Planning

Develop and implement customer experience strategies aligned with business goals. Map the customer journey and identify areas for improvement.

Customer Insights & Feedback

Collect and analyze customer feedback through surveys, reviews, and direct interactions. Use insights to inform product, service, and process improvements.

Team Leadership

Lead and train customer service teams to deliver exceptional service. Foster a customer-centric culture across departments.

Cross-Functional Collaboration

Work with marketing, sales, product, and support teams to ensure consistent customer messaging and service. Coordinate customer retention and loyalty programs.

Performance Monitoring

Track key metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Report on customer experience performance and suggest actionable improvements.

Issue Resolution

Handle escalated customer complaints and ensure timely resolution. Implement systems to reduce friction and improve service delivery.

Calculating and analyzing NPS:

Taking the raw survey data and calculating the score to understand customer sentiment.

Monitoring and improving NPS:

Tracking NPS over time and identifying ways to improve the score.

Categorizing customers:

Identifying customers as Promoters, Passives, or Detractors to understand their different perspectives.

Creating action plans:

Developing strategies to turn Detractors into Promoters and to strengthen the loyalty of Promoters.

Reporting on NPS:

Communicating the NPS results and insights to relevant teams within the company.
Job Types: Full-time, Permanent

Pay: From ?35,000.00 per month

Benefits:

Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Provident Fund Work from home
Work Location: In person