Customer Experience Manager

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