Job highlights

- To manage and continually improve the Customer Service experience for SSL customers to ensure SSL
- Establish and test new strategies to improve the customer service experience
- Responsible for resolution to all Nodal, Legal, Cyber Crime & Consumer Forum cases
- Responsible for Managing Complaints & other Issues pertaining EGV/GC & Wallets
- Responsible for Managing Escalations including Top Mgmnt, Grievance Redressal, Social Media & Chat

Process

- Provide resolution to complaints/requests assigned
- Accountable timely quality resolution and first response TAT, resolution TAT, Reopen Resolution %, complaint reduction etc

- Analyze Complaints/Requests & implement process corrections/automations for gaps derived through
- RCAs, and bring down contact ratios & complaints Coordinate with cross functional departments to initiate process corrections

- Responsible for Designing Customer Communication
- Responsible for updation & accuracy of information on Website &
- App including TnC, FAQs etc
- Audit processes & complaint types to ensure quality of resolution & derive at training needs

- Responsible for Testing & UAT for recent product launches, features etc
- Drive & enhance CSAT/NPS scores




- Analyse negative voice to identify gaps & initiate appropriate actions

- Act as a spoc for Stores to provide hand holding & quick resolution towards customer complaints
- Handling a variety of situations faced during customer journey ranging from operational challenges,

technical difficulties, logistics, any courier hindrances etc

- Process Improvement, Operational Responsibilities and Analytics
- Conduct need based Training Workshops for the process and the
- Refresher training for the inhouse & partner teams

- Reports & Highlights - Daily, Weekly and monthly performance for the process managed
- To manage and continually improve the Customer Service experience for SSL customers to ensure SSL remains a leader in Customer Service at the premium end of the retail Industry

- Manage customer service processes at CC, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle

- Troubleshooting
- As problem areas for customer service are identified and then engage your customer services team to address these areas and make the planned changes quickly and effectively

- Establish and test new strategies to improve the customer service experience

📌 Assistant / Deputy Manager - Complaint Management (Mumbai)
🏢 Acme Services
📍 Mumbai