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Circle Touch point Manager Job Description 1.Responsible for customer handholding & quality of service at the RMS / Other customer touch points.
2. Responsible for standardization of customer handling processes as per defined norms and SLA & thus bringing about the desired eradication of errors with enhanced C-Sat /Mystery shopping scores.
3. Benchmarking Competition and other retail stores & experiences in order to deliver a better experience to Walkin customers.
4. Ensure smooth operations with right customer care delivery at RMS and other touch-points & necessary corrective actions basis the feedback received from the customers.
5. To reduce repeat customer Walkin at the stores through higher First Time Resolution (FTR) and close looping of customer complaint / query within SLA.
6. Ensuring that RMS is equipped with adequate resources (systems with speeds & uptime / Ids / Processes / new launch roll-outs, merchandising material and stocks by coordinating with the Retail Head, Sales Head and MARCOM Head.
7. Ensure immediate dissemination, briefing & Training of all Front End personnel for all new product launches / Processes / Systems etc.
8. Facilitate Life Cycle Management of Prepaid & Postpaid customers High Value customers.
Desired Profile Minimum 5+ yrs of Exprerience with Professional qualification
Experience 5 - 10 Years
Industry Type Telcom/ISP
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Location Ernakulam / Kochi/ Cochin
Keywords Touch point Management
If you meet the above mentioned criteria, apply online
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