Customer Excellence Manager

3 weeks ago


Singapore Neuraleap Technology Group Full time

As a Customer Experience Specialist at our company located in Bandra, Sakinaka, Andheri Mumbai, you will be responsible for various key tasks to enhance customer satisfaction and improve internal processes. Your primary duties will include:Creating a customer survey by engaging with key customers to identify and address any issues they may be facing.Developing a supplier survey by liaising with medical representative managers to understand their concerns and devising strategies for improvement.Designing an internal survey to facilitate better communication between branch and head office staff.Tracking the number of orders in branches with raised queries and ensuring timely responses.Scheduling quarterly visits by branch managers to major customers, along with detailed visit plans for each branch.Collaborating with the quality department to implement quality checks at the stockroom before dispatching goods.Providing training to customer service representatives in the order management team.Establishing regular calls with key customers, implementing an escalation matrix, and participating in all calls.Monitoring the churn rate and repeat purchase rate to identify trends and areas for improvement.To qualify for this role, you should possess the following qualifications and skills:A Bachelor's degree in business administration, operations management, or a related field.Prior experience in customer experience, customer success, or a similar role.Strong interpersonal and communication skills to effectively engage with customers and internal teams.Excellent analytical skills, problem-solving abilities, and a customer-first mindset to drive improvements in customer satisfaction.If you have a passion for enhancing customer experiences and possess the required skills, we welcome you to apply for this exciting opportunity in our dynamic team.,

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