[Urgent] Customer Experience Manager

Areas of Accountability :

1. To hand hold the customers from post-sales to Handover.

2. All communication with customers as their SPOC.

3. To support the collection team in reducing the over dues

Deliverables :

1. customer satisfaction scores

2. regularly sending project progress reports to customers

3. resolving customer escalations in a time-bound manner and win-win proposition for both TE and customer

4. maintenance of all customer data

5. documentation and MIS

6. collection targets

7. reduction in escalations

8. closure of escalations in a sustainable manner

9. handing over of units within 30days from FIS date and registration of the unit within the specified timelines

Metrics / KPIs :

1. Mean time for ticket closure

2. Reduction in number of escalations

3. Keeping customer data up to date in SF

4. Sending project updates on time every month