Description:
Design customer journeys across all touch points to elevate the customer experience and increase customer satisfaction scores.
Review the validate annual budget requirement for the department activities, ensure the actual expenditure is within the limits of the approved budget.
Stay abreast with latest Trends and continuously explore ways to enhance the service delivery structures across the business.
Overhauled customer service strategy, including technology, digitalization, and human services to optimize the mix of self service and human service.
Lead and manage services to run the operation, provide direction to the entire team, performance managing of the customer service department.
Lead role in strategy formulation for the customer support department
Build and implement a comprehensive customer communication strategy to increase customer engagement.
Define and implement a customer loyalty program that incentivizes repeat business. Build customer retention strategies and models to maximize customer lifetime value.
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