Senior Manager/Manager

2 weeks ago

Navi Mumbai Mumbai, India CoinDCX Full time

Job Description

Key Deliverables

- Develop and execute strategies to reduce social media and management escalations with a focus on proactive solutions
- Define, monitor, and ensure compliance with escalation SLAs aligned to business goals and customer expectations
- Use data analytics to identify escalation trends and drive continuous process improvements and efficiency
- Lead cross-functional collaboration to implement strategic solutions reducing escalations and improving customer satisfaction

Role Responsibilities

- Champion a customer-first mindset, promoting best practices in handling sensitive and complex escalations
- Establish KPIs for escalations and regularly report performance progress to senior leadership
- Design and deliver training programs to upskill the Escalation Management Team for evolving customer needs
- Act as the escalation point of contact for senior leadership, owning high-profile escalations with accountability and transparency

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