5 days + Alternative half Sat
Key Responsibilities: - Service Quality Management:
Monitor and track NPS and CSI scores to evaluate performance against quality benchmarks and ensure service consistency. - Customer Experience Enhancement:
Analyse feedback from surveys, complaints, and escalations to identify improvement areas. Develop and implement effective action plans with aftersales teams to strengthen service delivery. - Reporting & Insights:
Prepare detailed reports and analysis on customer satisfaction trends, using insights to recommend strategic improvements and establish service excellence benchmarks. - Customer Delight Initiatives:
Plan and execute customer engagement and appreciation programmes, including seasonal campaigns, to boost overall satisfaction and brand loyalty. - Process & Compliance:
Ensure adherence to service quality standards, recommend process...