● Ensuring that customer care metrics are all at an acceptable level (>
.
% queries reverted and

closed within the defined TAT)
● Managing customer escalations and resolving them by coordinating with relevant stakeholders
● Defining the templates for answering the customer queries (via emails, SMS, Whatsapp chat,
calls) and training the CDC executives towards following the same
● Defining the task lists for the CDC executives and implementing shift rosters (as needed)
● Motivating and mentoring the team of CDC executives with the goal of employee retention and
career growth
● Sharing feedback and insights to the business teams on repetitive issues highlighted by the
customers
● Running cross-functional process improvement projects
● Developing a training module for onboarding of QAEs and better understanding/performance
(ongoing)
● Ownership of front-end customer experience
● Team building (including hiring and running retention programs)
● Performance management for the CDC executives
● Audit calls and maintains the quality standards for the CDC executives

What we’re looking for:

● Very high in Customer Obsession
● Eager to learn and grow, displaying high levels of ownership and drive to perform
● Good verbal and written communication
● Proactive in approach, organized, aggressive in action, and results-oriented
● A team player with high patience and a high level of integrity
● Willing to get their hands dirty to get the task done
● A degree/diploma holder
● Assertive with a high level of maturity
● Data-driven and can work with tools like Freshdesk