Customer Care Officer - Kolkata, West Bengal, India - Unilever

Unilever

Verified Company

Kolkata, West Bengal, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

CCO Job Responsibilities:

Department:
W & AW

Job Position:
Customer Care Officer

WL:1A

Location:
Patna

CCO Responsibilities

Delivering Superior Consumer Experience
Consumer Retention and Acquisition
Developing the Capabilities of LSP TL / LSP and LSP Technician

Delivering Superior Consumer Experience:

LSP Infra: Managing the LSP Infra to deliver consumer experience.
Delivering Prompt Service: Religiously monitoring the pendency and driving 100% TAT delivery
Delivering Service Quality: Tracking the service quality and ensure First Time Right.
Updating Quality Feedback: Monitoring the complaints closure in Web/App and to ensure 100% proper categorization of complaints in the system.
Driving C-

Sat Score:
Delivering the superior consumer experience and to improve the C-Sat Score.
Driving.

New Initiatives: Efficiently drive new initiatives aligned with business goals

Managing the Consumer Base:

Understanding the consumer base in his territory category wise, device SKU wise, consumer consumption pattern wise and the importance of consumer retention.

Driving the GKK

Repeat Purchase:

Drive repeat purchase by sharing the consumer data who are due for purchase with the LSPs and religiously monitor the progress of the activity.

Ensure > 75% consumer retention

Drop Out categorization:
Understand the reasons for drop out and properly categorize the consumers based on the reasons for corrective actions.

Improve the consumer retention: Implement the corrective actions on ground, fine tune the process based on the ground requirement to achieve higher consumer retention.
Lead Management: Setting up and managing the LSP infra for leads conversions.
Lead Conversion: Drive Speed to Reach and lead conversions by monitoring /reviewing the lead business with the LSPs

Drive Upgrade:
Understanding the upgrade opportunity and drive upgrades by training the technicians on ODPEC.

Capability Development of the LSP /LSP TL / LSP Technician:

Product Training:
Conducting structured product training programs covering the Product technology, troubleshooting procedure and closure of complaints in the CRM.

Imparting Service Culture:
Driving the Service Culture to deliver superior consumer experience in the consumer life cycle journey by

Consumer First AttitudeDelivering Prompt Service
Driving Desired Technician Productivity
Importance of Technician Grooming
Adherence of Complaint Escalation Matrix
Importance of providing Quality Feedback
Importance of tool Bag and Spares C-Sat Score

Consumer Retention and Consumer acquisition:
Imparting the importance of consumer retention and acquisition. Guide the extended team to improve the retention and conversions by training them on ground doing live consumer visits.

2. RESOURCE TO BE MANAGED UNDER POSITIONS AUTHORITY