Role and Responsibilities

 • Lead the team of Customer Love executive who answer consumer queries on various channels such as Whatsapp, Email, Instagram, Calls, etc.

 • Own Customer Satisfaction Score (CSAT) across all the channels mentioned above. And close any escalations coming on the CL channels. 

• Audit for quality check of tickets done by CL agents, and train them to keep a continuous feedback loop of improving quality of responses.

 • Understand consumer order journeys and business processes end to end, identify gaps in both, to reduce the count of incoming tickets.

 • Own Whatsapp Chatbot that’s the first line of response to consumers.

 • Work with cross-functional teams such as Operations, Quality, Tech and Business to resolve relevant issues related to order delivery, product, tech, or business operations.

 • Own campaigns (on Whatsapp and Calls) to collect consumer feedback, opt-ins for new product development, and other such proactive communication.

 • Prepare data of consumer insights to be shared across cross functional teams, that’s collected from consumer feedback from various CL channels. 

Preferred skills and qualifications 

• Bachelor’s or Master’s degree (MBA from a Tier 2 college preferred) 

• Great verbal & written communication skills 

• Ability to anticipate & prevent, rather than just react & resolve

 • Ability to use basic IT tools: spreadsheets, documents, Emails, WhatsApp 

• Ability to learn specific IT tools: fairly simple ones (preferred if already worked on FreshDesk, Limechat, etc.) 

• MS Excel (Beginner Level)

Apply now-

sakshi.rathore@white-force.in

9329931737