Job Specification:

Customer Retention and Satisfaction

• Develop and implement customer retention strategies to drive loyalty and long-term engagement.
• Regularly assess customer satisfaction and identify areas for improvement.

Recharge and Competitor Analysis

• Analyze recharge data and patterns to inform service strategies and promotions.
• Conduct competitor analysis to understand market positioning and enhance customer offerings.

Market Research

• Gather and analyze market trends to ensure alignment with customer expectations.
• Stay informed of industry changes, emerging trends, and customer needs.

Team Leadership and Development

• Lead, motivate, and develop a team of customer service staff to provide proactive and responsive customer follow-ups.
• Set performance goals and provide regular feedback to ensure consistent service quality.

Issue Resolution and Support

• Address and resolve customer issues promptly and effectively, focusing on non-technical concerns.
• Ensure clear communication and follow-through on all customer-related concerns.

Cross-functional Collaboration

• Work with other departments to ensure customer needs are met across all touchpoints.
• Provide insights and feedback to internal teams based on customer interactions and market research.

Source: Kumarijob

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