This website uses cookies to ensure you get the best experience on our website. By continuing to use this site, you agree to our cookie  & privacy policy.Accept

checked This is a sample alert

Senior Customer Success Executive (Field- Mumbai)

  • Full Time
  •  On-Site - Mumbai / Navi Mumbai
  • 6 months
  • Project posted on: 7/10/2024

Senior Customer Success Executive (Field- Mumbai)

  • Service Operations & Delivery
  • Frontline customer engagement
  • Customer experience

On-Site - Mumbai / Navi Mumbai

Full Time

6 months

 7/10/2024

Assignment Details

Our client, a leading multinational strategy and management consulting firm is seeking to engage with a Senior Customer Care Executive(Mumbai)

Key Responsibilities:

1.Consumer Experience:
-Recruit and develop LSPs and LSP Team Leaders.
-Manage LSP infrastructure to enhance consumer experience.
-Monitor service quality and ensure First Time Right.
-Track and resolve complaints, ensuring proper categorization.
-Improve C-Sat scores and drive new initiatives aligned with business goals.

2.Consumer Retention & Acquisition:
-Analyze and manage the consumer base by category and consumption patterns.
-Drive repeat purchases to achieve over 75% consumer retention.
-Categorize reasons for consumer dropouts and implement corrective actions.
-Oversee lead conversions and monitor lead business with LSPs.
-Train technicians on identifying and pursuing upgrade opportunities.

3.Capability Development:
-Conduct structured product training programs for LSPs, Team Leaders, and Technicians.
-Foster a service culture emphasizing consumer-first attitudes, prompt service, and technician productivity.
-Highlight the importance of consumer retention and acquisition through training and live consumer visits.

4.Resources Managed:
-Oversee the LSP Team Leader, back office coordinator, License Service Providers, and Service ZSOs.

5.Lateral Contacts:
-Collaborate with Supply Chain, Sales, Quality, Central Support, IT, and Brand Teams for effective operations.

Skills Required

Key Skills:

-Leadership and Team Management: Ability to lead, recruit, and develop teams effectively.
-Customer Focus: Strong orientation towards enhancing consumer experience and satisfaction.
-Analytical Skills: Proficiency in analyzing consumer data and understanding consumption patterns.
-Problem Solving: Ability to identify issues and implement corrective actions.
-Communication Skills: Strong verbal and written communication skills for training and collaboration.
-Sales and Marketing Knowledge: Understanding of sales processes and marketing strategies to drive consumer retention and acquisition.
-Training and Development: Experience in conducting training sessions and fostering a service-oriented culture.
-Collaboration: Ability to work effectively with cross-functional teams

About the Client

.

Industry

BPO & KPO Services

Minimum Experience:

5+ years

Additional Skills:

  • Customer Retention
  • Customer Management
  • Service
  • Call centre

No of open positions:

1

How it works

  • 1

    Build your
    skill profile

  • 2

    Strengthen it
    with feedback

  • 3

    Determine your
    optimal fee level

  • 4

    Apply for matching
    projects

  • 5

    Get finalized

  • 6

    Stay Engaged

Build your skill prodile

Project
step1
shape_step

Request feedback from prior projects and/or work stints

shape_step

Determine your optimal fee level

  • starFeeBee helps consultants understand how to price their services.
  • starEnter your skill & location to get ranges for what similar professionals have charged on projects.
  • starUnlock more details e.g., best paying sub-skills, ranges by projects durations, by simply adding a benchmark from a orior projects.
graph_step2
shape_step

Apply for matching projects

shape_step

Get finalized!

Project
step5
shape_step

Stay Engaged!

Project
step6
shape_step

Similar Freelance Projects you can apply to.

View More Projects btn btn

More than 3000 clients rely on Flexing It today

Frequently asked questions.

We host both full-time & part-time projects from top clients for 100+ skill categories. We also help connect experts like you with clients for short consultation calls called Flexperts

You just need to create a ‘boutique firm’ account during the registration process. The rest of the application process remains the same.

Our freelancers fee benchmarking tool, FeeBee helps our freelancers and consultants find out what their peers charged for similar projects. Built on 600K+ verified benchmarks, registered users get unlimited access to it.

As a freelancing platform, we do not provide permanent positions or full-time job to our consultant network.

Flexing It will be involved end to end right from contracts to invoicing. Once you are finalized, your payment details are transparently laid out in your contract terms with your client and our team actively liaises with the client finance team to ensure timely payments.

We do not charge any fee or commission from you. Your fee quote will be paid out to you in full as per your project contract.