The Head, Customer Service will be responsible for monitoring and measuring CSAT (Customer Satisfaction) across the Business Unit through surveys, objective measures and work with Service and Account Managers to develop CSAT improvement plans. Generic Service Improvement actions will then be identified and monitored for effective implementation via a process of continual improvement with the ultimate objective of achieving improvement in CSAT as per agreed upon targets
Duties and Responsibilities :
Design methods for measuring Customer Satisfaction including surveys, on-line/near real time measures and objective measures
Ensure Red, Amber, Green list for customers is performed across BU where relevant and extract trends and actions
Maintain list of referencable customers across the BU
Ensure objective measures are customer focused and relevant.
Report on all CSAT measures (objective and subjective) and determine generic improvement steps required.
Ensure business is aligned with Customer Service Charter (To be reviewed)
If this is at a senior level of responsibility, the JD falls short in proving that. CSAT conduct can be done by even a junior level person. In most companies this is an outsource option
Key Performance Indicators :
Monthly CSAT reports provided on-time and with appropriate detail
Improvement plans defined and monitored
Customer Reference list
Improvement in Global Metrics for CSAT as per agreed upon target
Contact with Others :
Communication across all Business Units and all functional areas.
Regularly meet customers to review service
Qualification & Experience
Educational / Academic Qualification
B.E, Graduate with fulltime MBA,or Partime regular college , ITIL aware, Six Sigma or equivalent
ITIL Foundation 3
5 years similar management experience
2-3 years global interworking
10 years within IT&T related industry
Significant experience in the following fields
Proven ability to drive continuous improvement programs in large organisations and across wide geographic regions.
Demonstrated ability to interact at all levels within large organisations
Proven ability to engage with large corporate customers
Ability to implement significant change
Technical/Functional Skills: ( Use "E" to denote Essential and "D" for Desirable)
Competent user of Microsoft Office Suite
Confident presenter at all levels within large organisations