HR Manager at Gxpress Solutions (India) Pvt Ltd
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Gxpress Solutions - Manager - Customer Experience (2-5 yrs)
- Champion opportunities to consistently Improve the Gxpress customer experience
- Design & Improve the customer experience
- Increase customer satisfaction, loyalty, and advocacy
- Drive customer retention, reduce churn, and increase customer satisfaction
- Map the customer journey and identify opportunities to proactively intervene on the client's behalf
- Guide team in effective client issues resolution and handle any escalations
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
- Test new strategies for driving customer value
- Continually review and evolve the collection of processes Gxpress uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle
- Important metrics for a Customer Experience Manager
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Customer Churn Rate
- Customer Retention
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