Responsibilities of the Candidate:

- Drive client retention by maximizing renewals, implementing value-based price increases, and identifying up-selling opportunities. - Follow the Advance Renewal process in the Renewal Portal to ensure timely quotation submission and effective implementation of approved price increases. - Complaint Management: Identify, register, and resolve customer complaints within the defined turnaround time (TAT). Ensure all complaints are logged through the Complaint QR system and followed through to timely resolution. - Alert Account Management: Identify at-risk customer accounts, evaluate revival opportunities, and work closely with branch teams to implement effective customer retention strategies. - Customer Experience Improvement: Provide data-driven recommendations and actionable insights to branch teams to improve service quality, customer satisfaction, and overall customer experience. - Conduct regular account reviews and terminate non-renewed accounts as per the company termination policy. - Manage customer interactions, account reviews, and service quality surveys to enhance customer satisfaction and retention. - Act as the primary liaison between customers and the operations team to ensure seamless service delivery and issue resolution. - Drive lead generation and identify cross-selling/up-selling opportunities through regular customer engagement. - Monitor and support the reduction of outstanding receivables by coordinating timely customer follow-ups and payment collections. - Monitor and improve Customer Voice Count (CVC) by conducting regular customer satisfaction surveys and ensuring quality feedback collection.

Requirements:

Key Result Areas:

Customer Contact Management

Customer Satisfaction

End to End Renewal Management

Effective Followups

Competencies (Skills essential to the role):

Customer Centricity

Relationship Management

Communication Skills

Negotiation & Influencing

Service Quality Management

Commercial Acumen

Problem Solving

Planning & Execution

Cross-functional Collaboration

Ownership & Accountability

Data Management/Analysis

Educational Qualification / Other Requirement:

- Any Bachelor's degree

Customer Experience Executive