Customer Relationship Executive - Thane, India - PACIFIC PLACEMENTS AND BUSINESS CONSULTANCY PVT LTD

PACIFIC PLACEMENTS AND BUSINESS CONSULTANCY PVT LTD

Verified Company

Thane, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Manage incoming calls from Clients and Carers ensuring service is delivered within the required timeframes and to SHC standards of customer service

Ensure that a full understanding of the client's needs are obtained and used as a key driver to the matching of carers

Ensure matching of carers to clients to match the needs of the client and arrangement of introductions

Understand and deliver your KPI's and SLA's specifics

Ensure that there is accurate handover to your CRE colleagues as required, maintaining a seamless transition so service delivery remains efficient and streamlined

Maximise on every opportunity ensuring the client/carer receives outstanding service

Ensure all system records are up to date and accurate

Partner with the Worldwide Customer Experience leadership team to set the Executive and Customer Relations strategy

Manage teams of customer escalation specialists in Austin, TX and Galway, Ireland

Get escalated customers back into their games fast with 90+ rated customer satisfaction

Skills for Customer Relations Executive

Desired skills for customer relations executive include:
Products and services within Saga Healthcare Ltd

MS Office Application

Saga and products would be beneficial

Applicable Ally Invest Regulations and end to end processes

Complaint management components

Advanced computer literacy

Planning and analysis

Microsoft Office programs

ACSR
Dealers and customers' inquiries

Desired experience for customer relations executive includes:
Deliver EA executives a one-stop destination for customer escalations that provides a positive, closed-loop experience

Participate in the Hero Academy immersion program

Drive insights from customer escalations into operational reporting used to improve EA customer care processes and voice-of-the-player reporting used to improve EA products and services

Champion necessary improvements to overall EA customer care processes to improve the customer care experience, lower customer effort and positively impact player engagement and value

Materially reduce the rate of customer escalations

Manage relationships with independent and governmental consumer protection boards to ensure EA remains in good standing at all time.

Responsibilities for customer relations executive

Implement processes for consistent team handling of customer complaints
Analyzes and reports performance data on customer escalation trends and business improvement plans
Proactively identifies issues and implements plans to resolve them
Partners with crossfunctional leaders to isolate and resolve systemic issues based on customer and employee feedback
Recommends new approaches and policy changes to decrease customer escalations and improve customer experience
Provides customer experience leadership with regard to all facets of operations analysis, performance management, and people leadership
Prepares, analyzes, and manages the effectiveness of the ECR team through statistical analysis of activity
Plans, develops, and administers customer service improvement programs in alignment with company objectives
Implements company policy, procedures, standards, and goals
Conducts regular meetings with ECR Supervisors and Professionals to maintain twoway communication and achievement of departmental objectives
Assist and participate in sales events such as roadshows and education fairs other promotional activities to support in promoting and marketing INTI programs.