Manager - Customer Love
The Whole Truth Foods
·Today
- Salary
- ₹1200k – ₹1550k
- Location
- Mumbai, India
- Seniority
- Manager
- Education
- Master
- Source
- Keka
Description
Designation : Customer Love Manager
Reporting to : Head of Customer Love
Location : Mumbai
Customer Love
The Customer Love (CL) function is at the forefront of consumer interactions at the company - both
reactive and proactive. Everyone in this function is responsible for guarding the consumer
experience pre, during and post- purchase.
But CL at The Whole Truth isn’t like customer support elsewhere. Because we believe every 1-1
interaction (especially one which starts with a negative experience) with the customer is an
opportunity to make them feel loved, and win them for life.
We go to the root of the problem to give the best resolution, and feed this knowledge internally so we try not to repeat the same mistakes again.
Role and Responsibilities
• Lead the team of Customer Love executives 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)
Skills
Excel