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20/09 Pooja Wig
HR TA Manager at VOIZ WORKs

Views:15 Applications:15 Rec. Actions:Recruiter Actions:0

Manager - Retention & Customer Service (3-7 yrs)

Bangalore Job Code: 234545

Job Role

- Set a ticket management system and monitor customer support requests received across various channels including calls, chats, emails and social media

- Handle first level pre and post sales enquiries and assign them to relevant departments

- Develop scripts and canned responses and coach CS reps accordingly

- Control churn by maintaining a healthy relationship with the company's customer base and redress grievances within a specified TAT

- Design tools to gauge customer satisfaction and push renewals by cross-sell/up-sell wherever applicable

- Analyse reasons for low retention levels among different customer segment and execute measures to improve it by coordinating with marketing, sales and fulfilment teams

- Own MIS reporting and ensure data sanity to give real time visibility of important metrics to the senior leadership

- Build a high performance team to deliver operational excellence

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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