ExperienceExperienceUrgent Hiring ...
Vayalat Automobiles Pvt Ltd
Customer Experiance Head
Location: Maradu, Ernakulam
Educational Qualification & Experience: Any Graduates with a minimum of ten +years of experience.
Key Responsibilities
- Strategic Leadership: Develop and execute a comprehensive customer relations strategy that aligns with the company’s business objectives, focusing on retention, satisfaction, and long-term profitability.
- Team Management: Lead, mentor, and scale the Customer Relations team. Establish clear KPIs, conduct performance reviews, and foster a culture of empathy, efficiency, and excellence.
- Customer Journey Mapping: Oversee the end-to-end customer lifecycle—from onboarding to after-sales service—identifying friction points and implementing process improvements.
- Data-Driven Insights: Analyze customer data (NPS, CSAT, feedback, and behavioral patterns) to extract actionable insights. Leverage CRM tools to personalize client interactions and predict customer needs.
- Cross-Functional Collaboration: Partner closely with Sales, Service/Logistics, Marketing, and Product Development teams to ensure a unified and seamless omnichannel experience.
- Escalation Management: Act as the final point of contact for high-stakes grievances and crisis situations, ensuring swift, diplomatic, and satisfactory resolutions.
- Client Retention: Design and implement proactive engagement programs (loyalty campaigns, check-in calls, feedback loops) to strengthen existing client relationships.
Skills & Competencies: Good telephone etiquette and persuasive in nature. Should be alert and receptive.
- Leadership & Influence: Proven ability to inspire teams and drive organizational change. Persuasive and diplomatic in nature.
- Analytical Acumen: Strong ability to interpret complex data and translate it into clear business strategies.
- Technical Proficiency: Advanced skills in MS Excel (dashboards, data modeling) and MS PowerPoint (executive presentations); proficiency in MS Word.
- Organizational Excellence: Extremely organized with exceptional project management skills. Alert, receptive, and capable of handling high-pressure situations.
- Communication: Excellent verbal and written communication skills with impeccable telephone etiquette.
Job Type: Full-time
Salary: From ₹20,000 - 40,000 Per month
Schedule:
Experience:
- total work: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Job Type: Full-time
Pay: From ₹30,000.00 per month
Benefits:
Ability to commute/relocate:
- Maradu, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Automobile : 2 years (Required)
Work Location: In person
