Job Description
Ensuring that customer care metrics are all at an acceptable level (
% queries reverted and
closed within the defined TAT)
Managing customer escalations and resolving them by coordinating with relevant stakeholders
Defining the templates for answering the customer queries (via emails, SMS, Whatsapp chat,
calls) and training the CDC executives towards following the same
Defining the task lists for the CDC executives and implementing shift rosters (as needed)
Motivating and mentoring the team of CDC executives with the goal of employee retention and
career growth
Sharing feedback and insights to the business teams on repetitive issues highlighted by the
customers
Running cross-functional process improvement projects
Developing a training module for onboarding of QAEs and better understanding/performance
(ongoing)
Ownership of front-end customer experience
Team building (including hiring and running retention programs)
Performance management for the CDC executives
Audit calls and maintains the quality standards for the CDC executives
What We're Looking For
Very high in Customer Obsession
Eager to learn and grow, displaying high levels of ownership and drive to perform
Good verbal and written communication
Proactive in approach, organized, aggressive in action, and results-oriented
A team player with high patience and a high level of integrity
Willing to get their hands dirty to get the task done
A degree/diploma holder
Assertive with a high level of maturity
Data-driven and can work with tools like Freshdesk
