Manager Consumer Satisfaction

About the job
Responsibilities:

Ensure customer satisfaction parameters and plan and execute initiatives to enhance customer experience in collaboration with the operations team.
Based on voice of customer and feedback, develop and execute personal development as well as team development plans in collaboration with the training and development team.
Develop customer centric communication for the customer care team.
Collaborate with the operations team to develop more efficient and customer centric processes.
Develop customer lifecycle engagement program to create a wholistic and enjoyable product experience.
Act as a fulcrum in the customer care department to create customer centricity and excellence bringing the business approach.
Managing and maintaining call management inbound and outbound, social media (facebook) and customer’s emails at call center 
Ensure customer’s issues are resolved effectively and they are happy with our services and creating positive word of mouth
Ensure dealer’s issues are resolved and they are satisfied with our product and services
Effective management of complaints and customer/dealers queries so that they are addressed and resolved on same day basis
Enhance Customer Satisfaction Index (CSI) by working on its key elements 
Contribute financially with finished goods Sales and capitalize on customer’s inquiries for products and pricing and convert them in to sales
Manage and maintain customer’s Complaints & Queries on social media, Web site and via Emails.
Develop and update Policies, SOP’s in coordination with Operations, Warranty, Training and Satisfaction Team
Carry out Call Quality Evaluation of Call Center Staff to strength their call handling and create positive impact on customer’s and dealers
Train, Engage, Motivate and Develop Call Center Team to build healthy customer relationship
Fulfil any responsibilities assigned by the Head of Department.

Requirements:
MBA in Marketing or any relevant field
8-10 years experience of Customer Services