Customer Insights Officer

DAMAC Properties


Date: 1 week ago
City: Pune, Maharashtra
Contract type: Full time
Job Description

ROLE IS BASED IN PUNE

Key Responsibilities:

Performance KPIs


  • Investigate root causes of detractor feedback daily and meet defined investigation targets.
  • Conduct follow-up calls with customers to confirm resolution of closed DSAT (dissatisfaction) complaints.
  • Ensure timely closure of DSAT tickets from the previous month and maintain a closure rate of over 95%.


Process KPIs


  • Maintain 100% SLA compliance for case handling within prescribed timelines.
  • Provide Root Cause Analysis (RCA) for DSAT tickets, ensuring RCA is completed for all applicable cases.
  • Follow up on aged tickets weekly and ensure each receives a minimum of one update per week.


Customer KPI


  • Contribute to achieving the CSAT (Customer Satisfaction) score target (≥4.85) through accurate updates and effective resolution practices.


Compliance KPIs


  • Adhere to the schedule, with over 90% compliance on presence and shift timing.
  • Ensure proper documentation of call outcomes based on audit sampling.
  • Avoid audit observations through compliance with quality and communication standards.
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