Customer Experience Manager/Dy. Manager
Role & responsibilities
To oversee guest service, customer experience, and call center operations, driving improvements and excellence in both areas. Collaborate with cross-functional teams, manage training, quality, and audits, and ensure customer satisfaction
1. Drive customer satisfaction, net promoter score, and end-to-end issue resolution.
2. Manage bottom quartile performance and key performance indicators
3. Collaborate with Marketing, Operations, and other cross-functional channels to ensure the voice of the customer is heard and acted upon
4. Managing 3rd party CC Operations wrt Service Level, Training, Certification, and content development for Back End and Voice Operations
5. Monitor service targets, prepare root cause analysis for misses, and implement remediation
6. Act as a subject matter expert for new product rollouts and identify gaps in CC operations
7. Implement audit feedback to reduce risks and enhance control
8. Partner management, contract reviews, and invoice processing
9. Ensure the successful implementation of guest services projects, including digital enablement and tech releases
Preferred candidate profile
- Qualification MBA/Graduate
- Experience 3-7 years in a Customer Experience role at a Managerial Level, Complaint Handling/Management experience in a B2C setup, preferably from QSR, Telecom, or BFSI background
Role:Guest Service Associate
Salary: Not Disclosed by Recruiter
Industry:Retail
Department:Food, Beverage & Hospitality
Role Category:Front Office & Guest Services
Employment Type:Full Time, Permanent
Education
UG:Any Graduate
PG:MBA/PGDM in Any Specialization
Company Profile
Jubilant FoodWorks (JFL)
Jubilant FoodWorks Limited (JFL/Company) is part of Jubilant Bhartia group and India€™s largest food service company, with a network of 576 Domino€™s Pizza stores (as of 31 March, 2013) across 123 cities. JFL & its subsidiary operate Domino€™s Pizza brand with the exclusive rights for India, Sri Lanka, Bangladesh and Nepal. The Company is the market leader in the organized pizza market with a 67% market share in India (as per Euro monitor report 2013). The Company also has exclusive rights for developing and operating Dunkin€™ Donuts restaurants for India and has launched 14 Dunkin€™ Donuts restaurants in India (as of 30th June 2013).
For more updates and information on the Company, please log on to www.jubilantfoodworks.com; www.dominos.co.in; www.dunkinindia.com
Contact Company:Jubilant FoodWorks (JFL)
Address:Plot No 1A,,,Sector-16A,NOIDA , NOIDA, Uttar Pradesh, India