Customer Delight & Admin Officer

Job Title: Customer Delight & Admin Officer

Location: Mumbai

The Customer Delight Executive is responsible to handle the various Customer Centricity agenda of the CD function. The focus of the role would be largely to manage the Shikhar and Non-Shikhar (Tele calling & Other concerns of retailer) operations for the Retailers. This job involves a lot of interactions with both internal and external stakeholders.

Roles and Responsibilities:
• Co-ordinate with vendors managing the grievance redressal process for our customers (Secondary Levercare for retailers).
• Ensure agreed service levels are always maintained by these centres with nil disruption in the operations, monitor quality of resources placed, regular review of the KPI’s.
• Co-ordinate with Shikhar team, Shikhar IT and Epicenter to drive the timely resolution of the complaints raised by the customers.
• Review complaints received, resolutions given by stakeholders, CSAT scores and highlight any red flags identified to the concerned process owners.
• Engage with customers through phone and market visits to take their feedback on the grievance redressal process.
• Strategize improvisations required in the process, observe emerging market trends in customer support space, align changes with concerned stakeholders and implement the same. Need to constantly work towards enhancing the Customer Centricity experience.
• Monthly reporting to the Shikhar team on the Helpdesk operations, share insights where interventions are required from branches / functions.
• Co-ordinate with IT touch points for all developments and any infrastructure related support required for this process.
• Handle COE administrative responsibilities and assist senior stakeholders with ongoing day-to-day administrative needs.
• Manage the complete PRP incentive computation lifecycle for the COE team, including coordination, closure, and timely monthly submission to HR to ensure prompt payouts.

Skills Required:

• Graduate with MBA in Customer Relationship Management preferred.
• 3-4 years of experience in handling customer support process for an organization.
• Excellent communication and interpersonal skills.
• Very good organizational skills with focus on paying attention to details.
• Strong problem solving and decision-making skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong project execution skills.
• Proficiency in MS Office & CRM tools.
• Willing for occasional travel pan India for customer and market visits.