HR TA Manager at VOIZ Works
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Manager - Retention & Customer Service (3-7 yrs)
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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