In terms of functional roles, the team is involved in:
- Customer Onboarding and handholding for the initial 3 months
- Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
- Reporting, Tracking and MIS for enterprise clients
- Bespoke process for large enterprise clients
- Liaising with product and operations teams
- Internal performance-driven activities including forecasting, client retention,
- CSAT and NPS measurement and corrective actions
Experience Range:
3 - 5 years
Educational Qualifications:
Any graduation,
Job Responsibilities:
- Monitor the team s performance and quality through dashboards
- Bring the team to meet targets and report transparently achievements and miss out to the management on a regular basis.
- Present data and conduct analysis in order to facilitate decision making at the team level.
- Identify the training needs of the team members in order to perform better qualitatively and quantitatively. Conduct regular assessment and feedback sessions with team members individually and collectively.
- Handle clients escalations by conducting RCA and provide accurate data in order to explain the issues with transparency. Come up with suggestions in order to fix the issues.
- Monitor assigned Client health in order to anticipate drop in volumes, monitor