·         Provide periodic reports to management on all “after-sales services” activities
·         Understand the after-sales problems and challenges of clients and identify the ways to promote business
·         Create opportunities to cross-sell or upsell to existing clients
·         Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards
·         Resolve customer complaints via phone, email, mail or social media
·         Responsible for leading insights for the Net Promoter Score (NPS) customer satisfaction program, including aligning data and insights across internal and external survey sources, leading corporate-wide goal setting, and managing new customer satisfaction programs for growing markets and with partners
·         Preparation of Products and Services actions by collecting and analyzing customer’s surveys.
·         Creation of strategies with the liaison of cross-functional departments and ensuring smooth business practices to boost the NPS & customer satisfaction
·         Maintain contact with clients to obtain customer feedback regarding product/service quality
·         Assist clients in resolving issues and complaints concerning purchased products or services
·         Develop and implement strategies effective for ensuring a satisfied clientele and increased returns
·         Identify key contacts at potential client companies to establish and foster relationships
·         Ensuring that the team maintains maintain positive professional relationships with clients
·         Managing the development of the in-depth understanding of the business and after-sale & services protocol adherence in teams
·         Resolve product or service problems by clarifying the customer's complaints in the store.
·         Manage the Carrefour Loyalty App Discount by using the “Maxxing”.
·         Maintenance of Day to Day, Week over Week & Moth on Moth Refund Logs by processing customer adjustments.
·         Assist with the placement of orders, refunds, or exchanges.

Ensuring that all resources are managed and directed to ensure effective business operations.


Assigning staff to projects, and conducting staff appraisals.


Checking on a regular basis, client’s satisfaction and needs.


Devising, developing and implementing policies, systems and procedures.


Highly numerate with the ability to understand and analyses performance and make effective decisions to ensure KPIs are delivered.

• Ensuring full record maintenance of all clientage

• Clients grievance handling and providing them the resolution by coordinating high ups of commercial units

• Communicating accurate and precise information of products and services, value added services, packages, and ongoing promotional activities to the clients

• Confirming problem resolution, gathering feedback and making reports

• Responsible for client addition & suspension as per the request from other departments (Telesales, Team structure, Management)

• Ticket creation (through email) against sales lead and for any related complaint along with tickets

• Coordination with billing and receivables department to resolve billing related issues

• Conducting continuous improvement sessions with in the domain and reporting to Manager

• Providing superior and differentiated services to the customer.
• Extra mile helping approach to the customer.
• First Call Activation Experience to the Customer.
• Achieve Sales Targets.
• Handling Customer Queries.