This position is responsible for end to end delivery of customer service within the state including being the custodian of customer experience. This role will, in addition to Customer Satisfaction also be responsible for managing the customer life value within the defined cost-to-serve. This position needs to ensure effective stake holder management within the state by governing CS policies so that all functions are aligned to deliver superior customer experience.
Drive the circle organization to ensure achievement of CSAT targets by devising and ensuring implementation of cross functional action plans.
Ensure customer retention to meet the business objectives
Own the postpaid revenue collection to ensure profitability.
Ensure Cost-to-serve is within the budget by planning and managing CS resource allocation for the state.
Management of Customer Lifecycle to ensure customer service delivery SLAs and TATs across all customer touch-points exceed customer expectations. This will include identification and mitigation of customer-facing defects.
Management of all direct and indirect customer facing and back-end channels
Benchmark with local competition across industries to ensure that Jio services are always plus 1.
Monitor and manage overall operational efficiency of customer touch-points within the State (stores, customer acquisition, contact centers, home care operations) by ensuring compliance to defined SLAs, policies and processes.
Gather continuous feedback from customers, front line employees and other stakeholders and use the same to further improvement of CS operations
Building a robust and customer focused CS team by hiring the right set of people, continuously ensuring training needs are identified and training imparted to meet the gaps and developing the required competencies.
Ensuring ESAT and employee retention.
Building and developing Cs organization to ensure esat
Be the custodian of the Customer experience by regulating, testing and approving any new customer impacting process/ policy/ product/ technology intervention in the circle.
Ensure compliance to all regulatory norms including TERM.