Assignment Details
Our client, a leading multinational strategy and management consulting firm is seeking to engage with a Customer Care Executive(Vijaywada).
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 include:
--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
Share
6 month(s)
5+ years 
On-Site
