
Customer Experience Manager
3 weeks ago
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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