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Customer Delight Manager

5.00 to 10.00 Years   Mumbai City   12 Dec, 2024
MNR Solutions Pvt Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryMedia / Dotcom / Entertainment
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Leadership & Management:Lead, mentor, and develop the customer service team to achieve high performance and customer satisfaction.Customer Feedback: Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes.Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of customer service initiatives.Cross-functional Collaboration: Work closely with other departments such as Marketing, Product, Category teams to ensure a cohesive approach to customer service. Relay the necessary feedback to the relevant teams & ensure critical aspects of consumer feedback(s) are addressed (includes implementation to execution)Crisis Management: Handle escalated customer issues and crises with professionalism and efficiencyTraining & Development: Design and implement training programs to ensure the team is equipped with the necessary skills and knowledge.Technology Utilization: Leverage customer service technologies and tools to enhance service delivery and efficiency. Implement an overall CSAT mechanism to ensure a healthy top of the mind recall for the bran

Keyskills :
customer supportcustomer relationshipcustomer satisfactioncustomer service

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