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20/09 Pooja Wig
HR TA Manager at VOIZ WORKs

Views:6 Applications:7 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

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