Roles and Responsibilities
JOB DETAILS
Job Brief & Description
Chief Customer Officer is a Core Value of Central Books for over 7 decades. The organization is slowly transitioning from being a B2B business to becoming a B2C business and hence this position Chief Customer Officer will be responsible for having the right processes, technology, and practices to be adopted in the organization to ensure rapid customer complaint resolution and customer satisfaction enhancement.
The Chief Customer Officer will need to influence each employee to align their behaviors, attitudes, and responses so that the organization as a team delivers a delightful experience to the customers on a continuous basis.
Key Responsibilities
- Responsible for creating processes and mechanisms to measure & reduce customer complaint resolution time and customer satisfaction levels.
- Developing customer-focused culture by consistently engaging with employees on the way to improve their behaviors & attitudes towards customers.
- From previous historical data, the manager has to analyze how much requirement of manpower for the season is required & (Each agent's baseline no of Tickets closings) has to fix.
- He/She should be well versed with fast-changing technology adopting and implementing the same in the customer support process.
- Create effective customer service procedures and policies. (Customer complaints resolutions process and implement an effective customer loyalty program.)
- Understand customer concerns firsthand & coordinate with the operations team and close issues accordingly.
- Analyzing the tickets issue and altering the concern dept to do the corrective actions on the issues.
- Benchmarking best practices and analyzing data to produce relevant insights on customer concerns.
- For customer satisfaction manager has to make a list of quick decision list and resolve them ASAP.
- Coordinating with inter departments HOD for effective implementation for customer service satisfaction.
- Maintain accurate records and documented all customer service activities and discussions for the weekly review meeting. (Metric, TAT, and process improvement with RCA- (Root Cause Analysis) for escalations).
Desired Candidate Profile
- Experience & expertise in Customer Complaint Resolution Processes, Customer Satisfaction Processes & Metrics, and creating Customer delight experiences.
- Clear and effective communication with written communication & Verbal
- Stay informed on the latest industry techniques and methods for customer satisfaction and customer experience.
- Tech Savvy and analytical skills.
- Innovative & Problems solving skills.
- Multi-Tasking skills and working under pressure.
- Team Player, relationship development with peers & colleagues
Perks and Benefits
Causal Leaves-12
Sick Leaves-12
Festival Leaves-12
Group Medical Insurance for Emp family.
Group Accident policy for Emp.
Note:- It is a six-day working No WFM Option. Should work from Office