The primary function of the role is to make sure customer satisfaction score targets are met by reviewing and analyzing current customer experience and making sure that it is as per the set standards in all channels of service delivery and customer touch points. The role is to make sure that the customer service standards are maintained consistently and to reduce customer complaints and increase customer reviews. The role is expected to achieve the goal by:
1. Introduction/improvement of customer touch points.
2. Customer engagement to make sure customers are taken care of.
3. Consistent feedback and training to all customer touching humans (Sales/operations consultants).

Responsibility:
• Develop a customer experience standard and process meeting the bigger picture goal of Insurance and Travel divisions for all customer touch points like Telephone, emails, chats etc.
• Customer engagement (customer survey, customer segmentation, escalation management, post sales personalized customer engagement like discount vouchers etc) leading to customer retention.
• Make sure that customers get a seamless experience which reduces customer complaints and increases positive feedback.
Duties:
• Setting up customer service standards in all customer channels and touchpoints. (The customer channels are call center, chats, website, retail offices, and GSA offices and Touchpoints are emails, chats, WhatsApp, Facebook, airports, and vouchers.)
• Make sure that the service standards are maintained.
  Audit of customer channels and touchpoints and feedback and correction.
  Identification of weaker areas and fixing the process (for example: If any of the consultants gives wrong information to the customer, liaise with the respective division to make sure information is made available for proper functioning.)
  Training on all aspects to maintain customer experience.
• Make sure that all complaints from all customer touchpoints and channels are taken care of.

• CSAT score of 80%
• Increase in the number of repeat customers

• Excellent communication skills

Education: Graduation in any stream with a minimum of 50%
Experience: 10+ years of experience required

Role: Manager Customer Experience
Location: Kochi
Department: Support
Employment Type: Full-Time
Contract Type: Regular