FAQs
What is the primary responsibility of a Team Member in Customer Experience?
The primary responsibility is to improve the overall customer experience of the assigned customer segment by identifying pain points and resolving issues throughout the customer journey.
What skills are essential for this role?
Essential skills for this role include customer orientation, problem-solving and analytical skills, project management skills, and a result-oriented approach.
Is an understanding of business required for this position?
An understanding of business is preferable, but not strictly required.
What types of exposure are useful for this role?
Exposure to sales management or operations will be useful for this role.
What communication skills are required for this position?
Good communication skills, both written and oral, are required for this position.
Will the incumbent work with external agencies?
Yes, the incumbent may project manage external agencies if they are engaged to support large-scale customer journeys.
Is an appreciation of technology important for this job?
Yes, an appreciation of technology is preferable for this job.
What should a candidate be prepared to do in terms of customer issues?
A candidate should be prepared to prioritize and resolve customer issues by simplifying processes and re-evaluating policies and practices.
How does this role collaborate with other business stakeholders?
The role involves working with business stakeholders like Product, Process, RCU, BSG, and Digital to implement changes that improve customer experience.
Does this position focus on a specific customer segment?
Yes, the position focuses on improving the customer experience of the assigned customer segment.