Customer Delight Executive

Position Title: Customer Delight Executive

Location: Mumbai - HO

Department: Customer Development – Centre of Excellence

Job Description

The Customer Delight Executive reports to the National Sales Operations Manager and is responsible to handle the various Customer Centricity agenda of the CD function. The focus of the role would be largely to manage the Primary Lever care operations for the distributors and Secondary Levcare 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 (Primary Levercare for distributors and 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 the Customer Delight Officers in branch for timely resolution of the complaints raised by the customers pertaining to their branch clusters.

• Engage with stakeholders from different functions at times for any escalations or process deviations identified.

• 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 senior management on the Levercare operations, share insights where interventions are required from branches / functions.

• Co-ordinate with IT touch points for all CRM related developments and any infrastructure related support required for this process.

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.

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