Customer experience Coach - Dindigul
- Flipkart
- 2 - 6 years
- Dindigul
- 3 years ago
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Job Description
Roles Job Description
Customer experience Coach - (Dindigul ,Coimbatore) - Male & Female
Location :Dindigul ,Coimbatore
Roles and Responsibilities
- Driving the Net Promoter Score (NPS) and Customer Experience initiatives for their respective zones. Additionally, would be responsible for on-field execution of cross-functional NPS as well as customer experience projects.
- Own, manage and develop the customer experience initiatives in the pipeline. Will be responsible for executing all strategies w.r.t the entire customer journey. Additionally, must work across the organization to improve the experience and deliver a world class experience.
- Accountable for the successful end-to-end project management and delivery of customer experience projects. Should be able to track and deliver projects on time. Must be able to evaluate time/cost/quality and change request.
- Managing & coordinating with all stake holders - both internal and external
- End to end process mapping, identification of gaps & executing service excellence strategies at the hub level through various checks & balances
- Identifying customer dissonances / improvement opportunities and partner with business to recommend actions
- Monitoring & adherence of standards, ethics and performance
- Ensuring the effectiveness of experience coaches and highlight gaps if any
- Actualizing various employee engagement & employee branding programs. Would have to continuously engage with people on the ground to emphasize on appropriate behavior.
- Projects on reducing attrition of Field Executives (FE) as well as reducing escalation regarding quality of delivery experience.
- Collaborate with Training, HR and other support functions for an improved experience of both internal customers (field executives) and external customers (customers).
- Must be able to travel to various delivery hubs mapped to the Manager (intra-city/inter-city)
- Should be able to respond to ad-hoc requests for data/insights to support business needs
- Understand and report key NPS drivers for each major experience and touch point measured. Proactively communicate these into the business and influence action plans that increase revenue or decrease operating cost
- Ensuring overall quality with adherence to the developed legal and process/service excellence standards maintained at Flipkart. Would also have to comply with the norms and SOPs. Must ensure sustainability through monthly adherence report.
Work Experience
- No. of years: 3-4 years of experience
- Area of work: Operations
- Field work or ability to deal with customers is important. Out of the overall work experience at least 1 or 2 years of people management is required.
- Audit & Training experience will be an added advantage.
Preferred industries
- Retail chains like Shopper Stop, Lifestyle
- Hospitality sector (Travel, Aviation, Hotels)
- QSR retail chains with a strong customer focus (Ex. Dominoes, Pizza hut)
- Logistics companies
Essential Qualities:
- Customer focus and passion to work on processes to improve customer experience
- Passionate about delivering an outstanding customer experience through obsessive attention to detail
- Set relentlessly high standards (is never satisfied with the status quo)
- Able to thrive in a fast paced and dynamic start up environment
- Strong inter-personal skills, intense curiosity, and a desire and ability to 'get things done'
- Must be a team player and can manage various stakeholders
- Highly motivated
- A good communicator
If interested candidate please share your resume in PDF format only to this mail id
mo**********r@fl*****t.com
Job Classification
Industry: Courier / LogisticsFunctional Area: Teaching & Training, Role Category: Corporate TrainingRole: Corporate TrainingEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: Flipkart Internet Private LimitedAddress: ALYSSA, BEGONIA, CLOVER,SyNo.12/4,12/6 to, 12/10,13P,14/3 to 14/9,14/11P,14/13to14/15 , Village, Outer Ring Road,Devarabeesanahalli Embassy Tech Village, Varthur Hobli, BANGALORE, Karnataka, IndiaLocation(s): Dindigul+ View Contact
Keyskills: Training Customer Experience Employee Motivation Employee Development
Fraud Alert to job seekers!
₹ 30,00,000 - 35,00,000 P.A
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