- Analyze improvement feedback obtained from customers and business team.
- Collaborate with business team to implement customer feedback
- Advance analytical and problem solving ability to identify opportunities, develop and implement new strategies
- Manage customer escalations and complaints
- Develop and implement processes for service operation and customer satisfaction
- Ability to measure improvements and take corrective actions to rectify discrepancy
- Ensure implementation and updating of SOPs based on emerging business requirements.
- Ability to drive the automation of processes
- Analyze Net promoter score and customer satisfaction index to address the concerns
- Ability to train the team on handling customer complaints and escalations
- Organizational change ability to develop a culture of customer sensitivity in the organization
- Develop innovative solutions to achieve greater customer satisfaction
- Track after sales and collection against Performa invoice on regular basis to regulate service performance and take counter measures to prevent delay
- Ensure revenue collection of after sales orders
- Ensure complaint closure within TAT
- Ensure regular updates of MIS and trackers in respect of Sales and Service operations.
- Ensure timely reporting
- Ensure accurate RCA and its timely submissions to management for all escalation and detractor cases
- Ensure implementation of all corrective points brought out through RCA
