Customer Experience Manager

GreenCell Mobility is seeking a dedicated Customer Experience Manager to ensure that services delivered by our Business / Service partners and their extended networks consistently meet a pre-defined, best-in-class service quality level. This role is crucial for proactively identifying and resolving service quality issues, minimizing repeat complaints, and leading initiatives to enhance overall customer satisfaction.

Key Responsibilities :

• Service Quality Assurance : Ensure services delivered by Business / Service partners and their extended teams meet a pre-defined, best-in-class service quality level for exceptional customer experience.
• Gap Identification & Resolution : Identify gaps in process adherence and implement timely resolutions to minimize repeat complaints.
• Proactive Issue Diagnosis : Proactively diagnose and resolve service quality issues through thorough Root Cause Analysis (RCA) to prevent repeat complaints before customers are impacted.
• Service Recovery Leadership : Lead from the front by partnering with Outsourced Partners and Cross-Functional Teams to develop and implement a robust Service Recovery Roadmap.
• Complaint & Escalation Management : Possess in-depth knowledge and manage all aspects of Complaint Management and Escalation Management.
• Performance & Trouble Ticket Management : Oversee Performance Management, Service Level Agreement (SLA) adherence, Monitoring, and Trouble Ticket Management, ensuring timely closure of all issues.

Customer Service Delivery Representative Responsibilities (Oversight) :

Desired Candidate Profile :

Experience :

Skills Required

Escalation Management, Stakeholder Management, Customer Service, Gap Analysis, Root Cause Analysis