Manager - Customer Experience - FMCD (2-3 Yrs) Chennai (Marketing/PR/Advertising)

Responsibilities :- To ensure the Orders are fulfilled within the agreed TAT of the client.- To ensure sharing of Daily/Weekly/Fortnightly/Monthly Reports in the agreed frequency in an accurate manner.- To ensure complaints are responded and resolved within the agreed timeframe,- Coordination with Client and Internal SPOCs for timely fulfillment of orders and compliant closure.- To ensure Optimal utilization of resources by cross-utilizing them to obtain maximum productivity.- To manage escalations received from the clients/customers in an appropriate manner.- Client Program SOPs to be reviewed and amended on a half-yearly basis.- To identify manual tasks/reports carried out by the team and ensure likely automation for the same.- To ensure the Helpdesk is managed well. The Call log reports/Email trackers are monitored, to do regular Call/Email audits and share feedback to the resources for development.- Identify exceptional work managed by the team and recognize them for SPOT/X-tra Mile Award. (ref:updazz.com)

Payroll Type : Permanent