Senior Executive / AM - CXM

Fresher

Save

Early Applicant

Job Description

Regional CXM In-charge

Ensure regional implementation of the CXM initiatives and take ownership.
Examine customer complaints and follow the grievance handling procedure and raise it with concern internal stakeholders.
Understand the grievances, liaise with the regional department POCs, and respond to customers within the defined TAT.
Notify concerned parties of outcome and initiate necessary action as per the situation in accordance with the CXM Lead.
Update customer records and interactions in the CRM system (SFDC), maintain accurate and up-to-date information.
Work closely with regional CRM and Referral teams on customer support/events execution.
Conduct customer satisfaction surveys and gather feedback as advised.
Adhere to defined SOPs, implement and recommend improvements as per the regional requirements.