At iron mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital worldOur people have the opportunity to bring their creativity to a workplace that thrives on changeHere, you will be part of a team that doesn’t just embrace what’s exceptionalIt creates exceptional.
Designation -assistant manager – customer experience
Location - bangalore india
Interested candidates kindly email cv on email@example.com or apply via below link.
Responsible for maintaining and continually improving the net promoter score [nps], customer satisfaction score [csat] and customer effort score [ces] by having structured, timely and effective interaction with all customers [platinum, gold, silver and bronze] in the regionAlso ensure that company, leadership and departmental vision for customer-centric approach is sustained and improved in the south region.
Major | key accountabilities
Customers - external & internal
Manage and establish a customer-focused culture by implementing and managing initiatives and tools that aim to achieve higher customer satisfaction, loyalty and retention with an efficient and standardised approach across by improving nps, csat and ces scores.
Provide guidance & training in customer experience and customer service related mattersProvide training on requestweb and other systems to both internal/external customers
Ensure effective back and front office processes are in place, in order to increase customer retention and customer satisfaction thus resulting in reduction of complaints and escalations
Responsible to track, monitor and closure of customer complaints & escalations within tat
Conducting root-cause analysis and sharing the insights as per procedure
Highlight any process gap and come -up with proposed solution
Maintain an excellent cross functional relationship between various stakeholders (internal) to be able to provide high standard of services to customer to meet and exceed their expectations
Develop and manage the deployment and monitoring of customer service processes, policies and procedures within the quality framework in order to ensure the consistency, efficiency and quality of internal and external customer experiences
Support and participate in quality audits
Handle customer escalations, provide timely resolutions and provide trigger to the management in case of any major escalation case or threat to the business and relationship
Keeping sfdc and other systems updated with regards to all interactions as per defined processes
Providing reports to the management as and when required by the process or requested by the user as per standard procedure.
Category: customer service (cs)
Iron mountain is committed to a policy of equal employment opportunityWe recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the equal employment opportunity is the law posters and the supplement, as well as the pay transparency policy statement, click here
Posted 30+ days ago