Customer Experience Lead– Escalation Management/ Team Handling- 8-12 Years- Gururgam

Location: Gurgaon
Discipline: Customer Service
Job type: Permanent
Contact name: Gauravjit Minhas

Contact email: gauravjit.minhas@crescendogroup.in
Job ref: 40884
Published: 4 days ago

Location- Gurugram 
 
As the Customer Experience Lead, you will be responsible for overseeing and managing all aspects of the customer journey, ensuring exceptional customer service, and driving customer satisfaction. You will play a critical role in enhancing our brand reputation and customer loyalty.  
Your future employer:  The company focuses on revitalizing car ownership by simplifying tasks like parking, fine tracking, Fastag recharges, cleaning, and maintenance. It supports car owners throughout their vehicle's lifecycle, serving India's largest community of 10 million cars on its platform.  

Responsibilities: 
•    Leading Cross-Functional Collaboration   
•    Driving Continuous Improvement   
•    Managing Transactional Issue Resolution   
•    Managing Online Reputation   
•    Conducting Inside Calling   
•    Improving Team Efficiency and Customer Satisfaction   
•    Monitoring Metrics and Reporting   
•    Training and Developing   
•    Managing Escalations 

Requirements:- 
•    A master's degree is preferred.  
•    8-12 Years of Experience Preferred  
•    Excellent understanding of customer experience principles, strategies, and best practices.  
•    Strong analytical and problem-solving skills with the ability to identify customer pain points and recommend effective solutions. 
•    Exceptional communication and interpersonal skills to collaborate with cross-functional teams and build relationships with stakeholders.  
•    Proficiency in using customer service software and tools. 
•    Track record of driving customer satisfaction and loyalty in previous roles.  
•    Ability to work in a fast-paced and dynamic environment, managing multiple priorities simultaneously.  
•    Strong leadership skills with the ability to inspire and motivate team 

What’s in it for you: 
•    A profitable organization leading to personal and professional growth. 
•    A healthy work-ecosystem and culture. 
•    A high-performance culture with phenomenal career progression. 
•    Future career opportunities across a global organization 
   
 
Reach us- 
 If you think this role will add value to your career, kindly write me an email along with your updated CV on Gauravjit.minhas@crescendogroup.in for a confidential discussion on the role. 
  
Disclaimer: Crescendo Global is specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status. 
 
Note: We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated 
 
Profile Keywords- Customer service, Customer satisfaction, Team handling, Customer Experience, Escalation management