Customer Experience Manager

Areas of Accountability:

• To hand hold the customers from post-sales to Handover.
• All communication with customers as their SPOC.
• To support the collection team in reducing the over dues

Deliverables:

• customer satisfaction scores
• regularly sending project progress reports to customers
• resolving customer escalations in a time-bound manner and win-win proposition for both TE and customer
• maintenance of all customer data
• documentation and MIS
• collection targets
• reduction in escalations
• closure of escalations in a sustainable manner
• handing over of units within 30days from FIS date and registration of the unit within the specified timelines

Metrics / KPIs:

• Mean time for ticket closure
• Reduction in number of escalations
• Keeping customer data up to date in SF
• Sending proje...