- Determine customer service requirements and metrics through customer interactions, benchmarking best practices
- Set up Customer Service processes and workflow , define tone of communication in line with Value Research’s investment philosophy, do tools analysis
- Manage customer escalations/ Work cross functionally to ensure customer issues are flagged and adequately addressed
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Drive & review the call quality through call evaluations, and improve the same with instant feedbacks & Training
Identify customer needs and ensure that team guides customers to service that suits their needs
Drive customer engagement for renewals, minimising refunds; follow up with lapsed users Actively manage customer interactions during Sales Campaigns
Team Management
Set up team structure
Train Customer Service Associates
Provide daily guidance to team to ensure customer service is delivered in a timely, efficient and knowledgeable manner
- Monitor and track performance of team members.
Experience of 6-8 years in Customer Service ; is working as a lead/ manager Articulate and communicate with clarity
High Customer focus English language proficiency
