Customer Experience Manager

Areas of Accountability:

1. To hand hold the customers from post-sales to Handover.
2. All communication with customers as their SPOC.
3. To support the collection team in reducing the over dues

Deliverables:

1. customer satisfaction scores
2. regularly sending project progress reports to customers
3. resolving customer escalations in a time-bound manner and win-win proposition for both TE and customer
4. maintenance of all customer data
5. documentation and MIS
6. collection targets
7. reduction in escalations
8. closure of escalations in a sustainable manner
9. handing over of units within 30days from FIS date and registration of the unit within the specified timelines

Metrics / KPIs:

1. Mean time for ticket closure
2. Reduction in number of escalations
3. Keeping customer data up to date in SF
4. Sending project updates on time every month