Customer Experience Executive - Central Delhi - Patel Chownk

About the Role:

Customer Experience Executive (Revival - B2B) will be a forerunner in establishing a positive.

connection with the lost contract customers, understanding the lost reasons and reviving the lost

contracts. Customer Experience Executive (B2C) will also be entitled to achieve business

requirements set as per KPI defined for the role.

Analysis the lost commercial contract tier wise.

Coordinate with the multiple branch stakeholder to understand the reason for the termination

Understand the lost business reason of the contract in icabs & TRF report

Connect with the customer understand the unsolved issue of the customer

Fulfill the requirement of the customer & win the contract back to RPI

Conduct the cross functional meeting to align the expectation of the customer with the x function

team

Coordinate with the CEE (B2B) & Sales colleague for the enter of the contract in icabs

Monitor the onboarding of the contract

Complete the onboard SQS of the revival contract in 45 days of the commencement

Key Result Areas

Achieve customer satisfaction

Maintain high level customer conversion

Meet Monthly, Quarterly and Yearly set Goals.

Upselling/ Cross Selling of services and products.

Focus of the price increase on the win back contract

Competencies (Skills essential to the role)

Excellent communication & convincing

skills.

Creative thinking skills.

The patience and ability to engage

customers in conversation.

Good sales ability.

Excellent interpersonal and problem solving skills.

The ability to handle rejection and stress in soliciting customers.

Must have typing speed.