Customer Experience Manager

3 weeks ago

Gurugram, India CARS24 Full time

What will you drive?

Grievance Handling & Resolution:

  • Own end-to-end grievance management with targets on TAT, CSAT, FCR, reopen and escalation rates. Ensure fast, empathetic resolutions via call center and ticketing platforms.
  • Proactive training and handling of new products & processes for grievance associates and call centre agents- including continuous creation & updation SOPs, FCR scripts, best practices, campaign dispositions/fields, CRM fields etc
  • NPS Ownership:
    Drive NPS survey design, data collection, and analysis. Generate actionable insights from promoters, passives, and detractors to improve products, services, and customer journeys.
  • Customer Insight & Analytics:
    Analyze top complaint categories/sub-categories and initiate process or product improvements. Share regular dashboards and insight reports with stakeholders.
  • Call Quality & Agent Performance:
    Lead call quality audits and scoring to enhance agent effectiveness, FCR, and customer satisfaction. Drive ongoing training and coaching based on quality insights.
  • Reviews & Ratings:
    Monitor and influence online reviews across platforms. Implement initiatives to increase positive ratings and reduce negative feedback through timely intervention and resolution.
  • Vendor Management:
    Manage vendor relationships to ensure compliance and performance against targets
  • Operational Excellence:
    Improve inbound metrics like AHT, FCR, abandon rate, and callback SLAs. Implement automation and best practices to boost overall service efficiency.

Who are we looking for?

  • Overall work-experience of 4+ years with 2+ years of experience in grievance handling/ Call centre inbound operations/ NPS improvement / project management detail oriented
  • Strong verbal and written communication skills
  • Preferred experience in start-up environment
  • Vendor Management experience, especially with call centers
  • Experience of working with CRM tools like Zendesk
  • Proficient in Excel/Gsheet

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