Customer Experience Manager
Apply NowCompany: Tata Consultancy Services
Location: Oakland, CA 94601
Description:
Must Have Technical/Functional Skills
Salesforce Sales Cloud, Service Cloud, Operations Management , Workday, Selenium , Provar
Roles & Responsibilities
Excellent knowledge of Salesforce Sales Cloud, Service Cloud
Workday Experience
Developing and implementing strategies that optimize customer satisfaction
Identifying key touch points in the customer journey and optimizing them for improved customer experience
Training and leading a team of customer service staff to deliver excellent customer service
Communicating with customers personally to understand their needs and feedback
Analyzing customer feedback and market research, and using that information to make improvements
Collaborating with other departments to ensure consistency of customer service
Monitoring and reporting on customer satisfaction metrics
Implementing customer retention campaigns and customer loyalty programs
Handling and resolving customer complaints or issues in a timely and satisfactory manner
Staying updated on industry trends and best practices in customer experience
Generic Managerial Skills, If any
Attention to details. Utility experience is a plus
Salary Range: $120,000-$150,000 a year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
#LI-SP1
Salesforce Sales Cloud, Service Cloud, Operations Management , Workday, Selenium , Provar
Roles & Responsibilities
Excellent knowledge of Salesforce Sales Cloud, Service Cloud
Workday Experience
Developing and implementing strategies that optimize customer satisfaction
Identifying key touch points in the customer journey and optimizing them for improved customer experience
Training and leading a team of customer service staff to deliver excellent customer service
Communicating with customers personally to understand their needs and feedback
Analyzing customer feedback and market research, and using that information to make improvements
Collaborating with other departments to ensure consistency of customer service
Monitoring and reporting on customer satisfaction metrics
Implementing customer retention campaigns and customer loyalty programs
Handling and resolving customer complaints or issues in a timely and satisfactory manner
Staying updated on industry trends and best practices in customer experience
Generic Managerial Skills, If any
Attention to details. Utility experience is a plus
Salary Range: $120,000-$150,000 a year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
#LI-SP1