Zee Entertainment – Specialist/Senior Manager/Associate Director – Customer Experience & Projects (10-12 yrs)

– Support and lead to build the environment of commitment to projects through appropriate communication and stakeholder engagement and management

– Identifying customer needs and taking proactive steps to maintain positive experiences.

– Evaluating customer feedback on product ranges and new releases, as well as preparing reports.

– Performing product tests, evaluating after-sales and support services, and facilitating improvements.

– Documenting processes and logging technical issues, as well as customer compliments and complaints.

– Staying apprised of industry trends and new CRM technologies.

– At least 10 to 12 years of experience in a customer experience specialist role or a similar customer support role.

– PMP and DMAIC certified (good to have – will be an added advantage)

– Experience of setting up and managing delivery of projects at large scale.

– Experience of transforming the customer experience to a digitally defined and equipped function

– Excellent interpersonal skills to establish rapport, credibility, and relationships at senior levels (product, technology and other relevant business stake holders)

– Have successfully worked/led projects on Chatbots, conversations Ais, Voice Bots, Multilingual and NLP capabilities

– Have deep understanding on Machine Learning and Deep Learning (Neuro) methodologies and have worked on them.

– Rich experience in scoping and analysing customer experience information.

– Intense knowledge of online customer engagement channels and platforms.

– Exceptional interpersonal skills and customer centric approach.

– Great time management skills with superb communication skills, collaboration and problem-solving skills.