- Team Management:
- Supervise, coach, and mentor a team of Customer Experience Specialists [Team size - 15 Members].
- Conduct regular performance reviews, identify training needs, and create development plans.
- Monitor team performance against key metrics (e.g., resolution time, customer satisfaction scores, first contact resolution).
- Manage team schedules and ensure adequate staffing levels.
- Foster a positive and collaborative team environment.
- Customer Experience:
- Ensure the team provides exceptional customer service across all channels (phone, email, chat, social media).
- Handle escalated customer issues and complex inquiries.
- Identify and address trends in customer complaints and feedback.
- Proactively identify opportunities to enhance the customer experience.
- Operational Excellence:
- Monitor key performance indicators (KPIs - CSAT, Re-Open, Repeat, FRT, ART, Service level adherence) and identify areas for improvement in operational efficiency.
- Implement process improvements and best practices to enhance team productivity and customer satisfaction.
- Strong collaboration with other departments (e.g., Business Development Team, Bus operators/Movie Operators, product, engineering) to resolve customer issues and improve the platform.
- Stay up to date on industry trends and best practices in customer service and bus operations.
- Key Account Management (KAM):
- Build and maintain strong relationships with key bus/Movies operator partners.
- Act as the primary point of contact for assigned bus operators.
- Address customer concerns and proactively identify opportunities to improve by collaborating with Bus partners/Cinema operators.
- Work with the Business Development team and Partners to ensure seamless integration and smooth operations.
- Negotiate service level agreements (SLAs) and ensure compliance.
- Reporting and Analysis:
- Prepare regular reports on team performance, customer experience metrics, and KAM activities.
- Analyse data to identify trends and insights that can be used to improve customer service, operational efficiency, and operator relationships.
- Use data to make informed decisions about resource allocation, process improvements, and KAM strategies.
Qualifications:
- Bachelor's degree in a related field preferred.
- Proven experience in managing and leading a team.
- Sound knowledge of operations management principles and best practices.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Proficiency in using CRM software and other customer service tools.
- Experience in a Key Account Management (KAM) role is essential.
- Strong customer focus and a passion for delivering exceptional customer service.
Preferred Qualifications:
- Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.
- Familiarity with customer satisfaction metrics and measurement methodologies like Service level Adherence, Re-open rate, FCR, FRT, CSAT and Escalation rate.
