Assistant Manager - Customer Experience
Torrent Diagnostics
- Posted: 2 months ago
- Openings: 10
- Applicants: 0
Job Description
Role & responsibilities
1. Customer Experience Management
- Drive implementation of CX initiatives aligned with organizational goals
- Monitor customer journeys and identify experience gaps
- Ensure consistency in service delivery across channels (call center, digital, field, etc.)
2. Customer Feedback & Insights
- Manage VOC (Voice of Customer) programs (CSAT, NPS, surveys, feedback loops)
- Analyze customer feedback and deliver actionable insights
- Identify root causes of dissatisfaction and propose improvements
3. Process Improvement
- Work with cross-functional teams to improve customer-facing processes
- Recommend automation or digital transformation initiatives
- Ensure customer-centricity in operational workflows
4. Service Quality & Governance
- Monitor service quality standards and compliance
- Conduct audits, call evaluations, and experience reviews
- Define and track SLAs/TAT adherence
5. Stakeholder Management
- Collaborate with Operations, Lab, IT, and Sales teams
- Act as the CX representative in internal discussions
- Support senior leadership with CX dashboards and reports
6. Team Leadership & Development
- Conduct training on customer-centric behaviors and service excellence
- Foster a culture of customer obsession
7. Complaints Review & Reduction
- In collaboration with the Quality team, facilitate monthly complaint review sessions with all stakeholders to analyze trends, identify root causes, and drive corrective and preventive actions.
Preferred candidate profile
7 to 12 years of experience in handling customer experience preferred from Diagnostics /healthcare / BPO industry
More Info
Education
Any Graduate
Not Disclosed
Required Skills
NPS
Customer experience
Customer satisfaction
CSAT
Customer engagement
Repeat Complaint Rate
TAT
Net Promoter Score
Contact Details
Torrent Diagnostics
+91 987654567
customercare@torrentdiagnostics.com
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