Coordinator- Customer Service
1 Month ago • All levels
Customer Service
Job Description
This full-time Coordinator- Customer Service role in Mumbai, India, focuses on enhancing customer satisfaction and loyalty for both external and internal clients. Key responsibilities include leading customer-centric initiatives, providing training on systems like RequestWEB, managing back and front office processes, and meticulously tracking and resolving customer complaints and escalations. The role requires conducting root-cause analysis, identifying process gaps, and maintaining strong cross-functional relationships. Additionally, the coordinator will develop and monitor customer service policies, support quality audits, and ensure SFDC systems are updated, providing essential reports to management. This position is crucial for maintaining high service standards and customer retention.
Must Have:
- Lead customer-focused culture initiatives.
- Improve customer satisfaction (NPS, CSAT, CES) and retention.
- Provide training on customer experience, service, and systems like RequestWEB.
- Ensure effective back and front office processes.
- Track, monitor, and close customer complaints and escalations within TAT.
- Conduct root-cause analysis and share insights.
- Identify process gaps and propose solutions.
- Maintain excellent cross-functional relationships.
- Develop and monitor customer service processes and policies.
- Handle customer escalations and provide timely resolutions.
- Keep SFDC and other systems updated.
- Provide reports to management as required.
Customers - External & Internal
- Provide leadership to establish a customer-focused culture by implementing and managing initiatives and tools that aim to achieve higher customer satisfaction, loyalty and retention with an efficient and standardised approach across by improving NPS, CSAT and CES scores.
- Provide guidance & training in customer experience and customer service related matters. Provide training on RequestWEB and other systems to both internal/external customers
- Ensure effective back and front office processes are in place, in order to increase customer retention and customer satisfaction thus resulting in reduction of complaints and escalations
- Responsible to track, monitor and closure of customer complaints & escalations within TAT
- Conducting root-cause analysis and sharing the insights as per procedure
- Highlight any process gap and come -up with proposed solution
- Maintain an excellent cross functional relationship between various stakeholders (internal) to be able to provide high standard of services to customer to meet and exceed their expectations
- Develop and manage the deployment and monitoring of customer service processes, policies and procedures within the quality framework in order to ensure the consistency, efficiency and quality of internal and external customer experiences
- Support and participate in quality audits
- Handle Customer escalations, provide timely resolutions and provide trigger to the management in case of any major escalation case or threat to the business and relationship.
Systems -
- Keeping SFDC and other systems updated with regards to all interactions as per defined processes
Reporting -
- Providing reports to the management as and when required by the process or requested by the user as per standard procedure.
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