Job Details
N/A
JPC - 3296 - Head of Customer Support
[MUMBAI, MH, 400037], Maharashtra, India | Posted - 05/12/23
Roles & Responsibilities:
1. Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy aligned with the company's goals and values. Continuously monitor industry trends, customer preferences, and best practices to drive innovation and ensure the company remains at the forefront of customer experience excellence.
2. Customer Journey Mapping: Collaborate with cross-functional teams to map the end-to-end customer journey, identifying pain points, opportunities for improvement, and areas where customer experience can be enhanced. Develop strategies and initiatives to address these areas and improve customer satisfaction and loyalty.
3. Process Improvement: Analyse existing processes, systems, and workflows to identify opportunities for streamlining and improving efficiency. Implement changes and monitor their impact on customer experience metrics, ensuring seamless interactions and reduced customer effort.
4. Voice of the Customer: Establish mechanisms to capture customer feedback and insights, leveraging various channels such as surveys, social media, and customer support interactions. Analyse and synthesise this data to generate actionable insights that inform decision-making across the organization.
5. Customer Service Excellence: Set the benchmark for exceptional customer service by establishing service level agreements (SLAs), performance metrics, and quality standards. Develop and implement training programs to enhance the skills and capabilities of customer-facing teams, ensuring consistent and personalized service delivery.
6. Technology and Innovation: Stay abreast of emerging technologies, tools, and platforms that can enhance the customer experience. Collaborate with the technology team to assess, implement, and optimize customer experience technologies.
2. Customer Journey Mapping: Collaborate with cross-functional teams to map the end-to-end customer journey, identifying pain points, opportunities for improvement, and areas where customer experience can be enhanced. Develop strategies and initiatives to address these areas and improve customer satisfaction and loyalty.
3. Process Improvement: Analyse existing processes, systems, and workflows to identify opportunities for streamlining and improving efficiency. Implement changes and monitor their impact on customer experience metrics, ensuring seamless interactions and reduced customer effort.
4. Voice of the Customer: Establish mechanisms to capture customer feedback and insights, leveraging various channels such as surveys, social media, and customer support interactions. Analyse and synthesise this data to generate actionable insights that inform decision-making across the organization.
5. Customer Service Excellence: Set the benchmark for exceptional customer service by establishing service level agreements (SLAs), performance metrics, and quality standards. Develop and implement training programs to enhance the skills and capabilities of customer-facing teams, ensuring consistent and personalized service delivery.
6. Technology and Innovation: Stay abreast of emerging technologies, tools, and platforms that can enhance the customer experience. Collaborate with the technology team to assess, implement, and optimize customer experience technologies.