Job Description

Roles & Responsibilities:

- Champion the Customer Delight initiative that drive better NPS / C-SAT

- Create and manage SOPs to deliver Service Excellence

- Handle the Customer reviews and ensure the NPS is above 8 and C-SAT is above 4.

- Lead the Painter Transformation project for creating Professional Applicators

- Introduce new tools and processes that facilitate to reduce the lead time for project completion

- Customer Escalation Management

- Manage the Relationship Program for achieving Partner Delight

- Handle the training portfolio to ensure complete adherence to process guidelines.

- Take measures that transform the process to be more planet friendly.

- Mystery audits to ensure process compliance

Process Lead Time

- Net Promoter Score

- Customer Satisfaction Index

- Partner Delight Index