
Customer Satisfaction Officer
6 days ago
This role is focused on delivering exceptional service operations, driving customer satisfaction, and leading a high-performing team.
Main Responsibilities- Service Delivery: Manage client services to ensure efficient delivery and meet customer expectations.
- Team Leadership: Supervise staff through team leads, promoting effective resource management and timely issue resolution.
- Performance Metrics: Regularly review key performance metrics (e.g., daily complaints resolution time) and implement corrective actions to maintain and improve internal benchmarks.
- Customer Interaction: Maintain regular communication with internal and external clients to provide exceptional services that meet their needs.
- SLA Adherence: Ensure adherence to desired service levels as per SLA agreements.
- Preventive Maintenance: Plan, schedule, and coordinate preventive maintenance activities with clients, ensuring adherence to all PM plans.
- MIS Reporting: Submit timely MIS reports to management, providing visibility and supporting informed decision-making.
- Customer Relationship Building: Build strong relationships and rapport with customers to drive loyalty and growth.
- Team Environment: Foster a healthy team environment, promoting high energy and high-performance work culture.
- Leadership: Lead by example, ensuring adherence to processes, organizational policies, and quality benchmarks.
- Process Definition: Define processes and procedures that align with organizational goals and performance standards.
- Staff Development: Involved in staff appraisals, recruitment, and training needs analysis to enhance technical and managerial skills.
- Continuous Improvement: Drive continuous service improvement through strategic planning and analysis in coordination with the Country Head.
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