Customer Relationship Management
Oversee end-to-end customer experience across various channels — voice, email, chat, social media, or in-person.
Handle escalations and ensure high-quality resolution of customer issues.
Process Improvement
Analyze customer feedback and complaints to identify trends.
Recommend and implement improvements in service delivery and operations.
Customer Feedback & Analytics
Conduct Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.
Prepare reports and dashboards for leadership on customer sentiment.
Team Management
Lead a team of executives or customer service representatives.
Train staff to improve communication and service delivery skills.
Cross-Department Collaboration
Work with sales, operations, and product teams to ensure a seamless customer journey.
Digital Experience Management
Manage digital feedback channels, chatbots, and CRM platforms (like Salesforce, HubSpot, or Zoho).
Drive automation and omnichannel experience initiatives.
Brand Advocacy
Promote initiatives that convert satisfied customers into loyal promoters.
| Benefit | Description |
|---|---|
| Provident Fund (PF) | Regular contribution from both employee & employer for long-term savings. |
| Gratuity | Lump-sum payment after 5+ years of continuous service. |
| Performance Bonus | Based on customer satisfaction (CSAT/NPS), team performance, and KPIs. |
| Annual Increment | Salary revision every year based on appraisal ratings. |
| Incentives / Rewards | Recognition for exceeding customer experience targets. |
| Relocation / Travel Allowance | Provided if managing multi-location or client-facing CX teams. |
🌐 Company Overview Global Presence: Operates in over 90 countries, delivering digital transformation, consulting, and business re-engineering services. 💼 Services & Solutions Tech Mahindra offers a wide range of services, including... Read More