Key Responsibilities:
1. Customer Communication & Escalation Handling
- Ensure clear, consistent, and effective messaging across all customer touchpoints.
- Manage and resolve customer escalations promptly to maintain a positive experience.
- Build and maintain strong relationships with clients.
2. Stakeholder Engagement
- Lead conversations involving multiple stakeholders, including sales, solutions, product, and support teams.
- Align customer experience strategies with operational and technological requirements.
3. Data Analytics
- Apply basic SQL to analyze customer-related data.
- Use analytics tools like Grafana and Power BI to extract actionable insights.
- Inform strategic decisions based on customer segmentation, preferences, and behavior.
4. Dashboard Monitoring
- Monitor and analyze key customer experience metrics in real-time using Grafana and Power BI.
- Ensure data-driven decision-making for supply chain optimization.
5. Customer Success Initiatives
- Develop and implement initiatives to enhance CSAT, NPS, on-time AMC renewals, and other customer experience metrics.
- Drive customer loyalty and identify opportunities for process improvements.
6. Advocacy Program Management
- Manage customer advocacy programs, leveraging satisfied clients for testimonials, case studies, and referrals.
- Showcase GreyOrange's impact on logistics and warehouse operations.
7. Performance Metrics and Reporting
- Establish KPIs for customer experience and regularly report insights to track progress.
- Identify areas for continuous enhancement of the customer experience.
